Automation - Send Email for three tickets related to the same user

[Hassan Ashraf]

Hi

I would like an automation that can send an email out if the issue created in Jira Service Management has the same custom field (Name), for any tickets raised in the last seven days with the same customer field (Name).

Most tickets for our clinicians are raised indirectly by other users, who populate the Clinician Name in the jira form (Custom Field). We want to be notified if within the last seven days, the third ticket for the same clinician has been raised.

So essentially If Custom Field = Name is the same in the last seven days for 2 more issues, that means send the escalation team an email.

How can we query this?

[Tim Kopperud · Accepted solution]

Hi @Hassan Ashraf, you might try something like this.

In the first filter (with the blue border) add needed request types which should be in the count towards the three issues mentioned. 

TimK

[Hassan Ashraf]

This might work - we will go it a go, thank you very much for this.

[Hassan Ashraf]

I do not think you can access "Custom Fields" using this Lookup Issues

'Last Name' = {{Issue.Last Name}} and Created >= -7d

[Hassan Ashraf]

'Request Type' = 'Radiologist Issues' and created >= -7d and 'Last Name' ~ John

Essentially "John" needs to be replaced by Current Issue. Last Name

Whatever the lastname is inputted in the "Current Issue"

[Tim Kopperud]

Hi @Hassan Ashraf , have you tried "Last name" ~ {{issue.Last Name}} ?

I tried this:

Created a text field called Customer and added a value to issue SET-107 (for testing). 

The I created this rule:

When I execute the rule the audit log shows this: 

Hence lookupIssues do use my custom field. 

You might attach an image of your rule and/or the error you get. 

TimK

[Hassan Ashraf]

I think the validate SQL button greys out (Understandable as you are doing a query on the current issue. I have tested this and working wonderfully. Thank you very much. 

We can tweak this after testing and adjust filters (Include First Name) in there too as well. 

Thank you again.

[Tim Kopperud]

Hi @Hassan Ashraf, great. Thanks for accepting the answer.

TimK

[Hassan Ashraf]

Thanks for the help, very much appreciated.