Automation : Add a comment on lookupIssues

[EtienneSevin]

Hi there,

One of my service desk receives ticket from another external service desk.

I setup an auomation that copy the ticket reference to an external id field and it works fine.

What I'd like to do right now is :

1- When a new ticket comes

2- Search through existing tickets if I found one with the same reference

3- Add a comment to the looked up issue.

How can I perform an action over à looked up issue from {{lookupIssues}}

Thanks a lot,

Etienne

[Bill Sheboy · Accepted solution]

Hi @EtienneSevin 

You could do this by instead branching on the JQL used in the lookup issues, or use an advanced branch on the keys found in the lookup.

Kind regards,
Bill

[EtienneSevin]

Thank you Bill, that's what I'm doing actually (see below).

But when I use the Add comment action, it will add comment on the main issue, not on lookupissues.

I dropped the add comment action waiting for a solution.

Kind regards,

Etienne

[Bill Sheboy]

You do not show what is in your advanced branch as the source, and if it is lookup issues you may need to specify the keys.

The other way to do this is just with a branch:

• ...some rule steps
• branch: on the JQL you use for your Lookup Issues (instead of using the lookup)
  • action: add comment, one by one for each issue found
• ...more rule steps

[EtienneSevin]

A huge thank you Bill, I didn't see branches were JQL compatible !

Merci beaucoup !

Etienne