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

Hassan Ashraf July 4, 2024

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?

1 answer

1 accepted

3 votes
Answer accepted
Tim Kopperud
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
July 4, 2024

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

image.png

 

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 July 4, 2024

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

Hassan Ashraf July 4, 2024

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

 

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

Hassan Ashraf July 4, 2024

'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
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
July 4, 2024

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:

image.png

When I execute the rule the audit log shows this: 

image.png

Hence lookupIssues do use my custom field. 

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

TimK

Hassan Ashraf July 4, 2024

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.

 

Capture.JPG

Tim Kopperud
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
July 4, 2024

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

TimK

Like Hassan Ashraf likes this
Hassan Ashraf July 4, 2024

Thanks for the help, very much appreciated.

Like Tim Kopperud likes this

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