Applying new automation rules to old tickets

Question

Hello,

We just created automation rules that update our CSD ticket status as they transition through the PDEV stages. We were able to watch it work but it isn't applying to tickets made before the update. Is there a way to apply the automation to the older tickets?

If we have to build out a branch in the automation rules woud you be able to provide us with steps and screenshots?

Bill Sheboy · Answer

Hi @Laraine Porrazzo

Just following up to check if Walter's suggestion answered your question.  If so, please consider marking this one as "answered".  That will help others with a similar need find solutions faster.  If not, please let the community know what help you need with the rule changes.  Thanks!

Kind regards,
Bill

Laraine Porrazzo · Answer

Hello @Walter Buggenhout ,

This was helpful and I will pass this along to my team.

Walter Buggenhout · Answer

Hi @Laraine Porrazzo and welcome to the Community!

Automation rules get triggered by some event, like the one you describe in your question: e.g. a work item transitions to a certain status.

You can (theoretically) trigger your automation rules for older tickets by moving them back to the start of the process (as in: transition them to an earlier status) and then triggering your automation rules by letting them go through the events that fire your automation rule(s).

In practice, that is usually not very practical and not even an option you could / should even consider.

What you might do, is basically copy most of your automation rule logic, but replace them with a scheduled or manual trigger. That would allow you to execute your rule's logic just manually or from a timer (the last option would even let you bulk update up to 100 work items in bulk).

Depending on what your rules are supposed to do, you could also consider bulk updates from a custom filter. You can update fields there, update issue statuses etc.

But what is the best and most feasible option will depend very much on what it is exactly that you rules do with those issues (and if it is still worth the effort to do this for old issues).

Hope this helps!