Ticket modification with Last Comment

Arun kj_00i67i

We currently have ticket creating Security Vulnerability ticket from one of the tools. We are getting multiple ticket and it becoming difficult to manage it. 

So to give you an example " CVE1001 " has been created to have Google chrome to be update to 15.xx version on a list of a computer names, Once when the required versioned is pushed/installed and if we run a script the CVE ticket gets auto updated as " No hostname found , ticket can be closed " 

Here is the request what I am trying achieve here - When we run the script to have CVE ticket updated --> If the last comment on the CVE ticket says " No hostname found , ticket can be closed " it should auto resolved. By this we can reduce a lot of manual work. Kindly let me know if you have any questions. 

Project name is is " ITSD "and the Request type is " Security "

Fede Baronti -Deiser-

Hi @Arun kj , 

Nice to see this type of question in the community. 

I have been working with JSM for more than 5 years now, and have found that, instead of scripts, Automation is my best friend for these cases. 

Automation allows you to set a scheduled trigger that can check if the last comment has specific text on it (and several other checks), and if the comparison is true, automation can change the status of the ticket easily. 

Here's information about Automation for Jira and examples on how you can achieve this: https://www.atlassian.com/software/jira/service-management/product-guide/tips-and-tricks/automation#examples

It has certainly helped me save time and handle all those requests that were accumulating in the queue. 

If you have decided on creating and running a script, don't mind this message, but if you are still considering ways of achieving your need, I suggest at least looking into this. 

All the best, 
Fede.