Create subtasks out of incoming alerts and attach to existing previous ticket

[Nicole Baumeler]

Jira Service Desk is configured to receive PRTG Alerts which usually produces a lot of tickets for the same system when an issue occurs.

We would like to implement the following:

1. If a ticket exists (open) for system XYZ

2. New tickets for system XYZ should be converted into subtasks and attached to the existing open task.

How can this automation be implemented?

Thanks for your advice and tipps!

[Nicole Baumeler]

Any ideas?

[Thorsten Letschert _Decadis AG_]

Hey @Nicole Baumeler ,

Sounds like an interesting use case. Before being able to suggest an actual solution, I have some additional questions upfront:

• Are we talking about DC or Cloud?
• Are your "PRTG Alerts" received via email channel?
• How is the relationship towards "system XYZ" determined, e.g. the email address, a specific part within the summary, etc.?

Cheers,
Thorsten

[Nicole Baumeler]

Hi Thorsten

Thank you for your questions!

• Datacenter (DC)
• PRTG Alerts are received via E-Mail -- JETI = Jira Email This Issue
• We can determine the relationship of "system XYZ" by email sender address and part of the issue summary

Cheers

Nicole

[Thorsten Letschert _Decadis AG_]

Hey @Nicole Baumeler ,

Thanks for your responses.

Does it necessarily have to be your proposed "first ticket acts as a parent, following tickets should be subtasks" approach, or is issue linking also an option?

I was playing around a bit with your scenario, but unfortunately, I have not succeeded (yet?). While I currently don't have an actual idea based on built-in automation, I might be successful using an additional workflow app - at least, I'm pretty confident that this would be doable with ours. Changing the issue type is a 'move' operation, which can be tricky.

However, trying to deal with the tools present, I've pinged someone from META-INF - the team behind JETI - since they might know more about whether or not this can be implemented directly in their app.

[Nicole Baumeler]

Hi @Thorsten Letschert _Decadis AG_ 

Thank you too for your effort so far! It's somehow calming to hear that finding a solution is not so easy for professionals too.

Well, usually the first monitoring message is a failure/error, so yes, it makes definitively sense to use the first incoming message as the parent :)

[Levente Réti]

Hi @Nicole Baumeler 

Currently, there is no option with Email This Issue to create a subtask for a found issue. We have an Ideabox ticket open for this functionality on which you can vote.

As a workaround you can create separate, regular issues with a mail handler and link them to the original issue.
Also, from your question, it seems to me that these are duplicate emails("produces a lot of tickets for the same system when an issue occurs"), in that case, you can also set up a mail handler to only increment a counter when an email comes.

If you only need to collect these emails into one issue without extracting any extra data from them, then the "Add extra audit log" action can solve that use-case.

Please let me know if I can help with any of the solutions mentioned above or if you have other questions.

Cheers,
Levente