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Automation rule for sync'd Azure AD group

Neil Fletcher March 21, 2024

Hi,

Hoping someone can help...

Gone live this week with JSM for our IT Servicedesk.  The previous system accepted emails from employees but that function has been disabled in JSM by choice ...and we are directing employees to create tickets via forms.

I want employees to use forms, not email...
..but we have external resources who will still send mails to the same address and I want to receive those in JSM.

I'm using Atlassian Access with a sync'd Azure AD group containing all employees.

So, I've added an on-create automation rule that looks for the type = 'Emailed request' and Reporter in the sync'd AD group, with a couple of re-fetch steps along the way.

If Reporter is in sync'd AD group, they get a mail pointing them to the new forms and the ticket is deleted.

It works 95% of the time but I've found some mails are sneaking in and creating a ticket, even when the Reporter is in the sync'd AD group.

The actor on the rule is 'Automation for Jira' and the mails that are sneaking though are using the actor as the Reporter.

Wondering if anyone else has experienced something similar or has an idea how to resolve it..?



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