Count issues by reporter and consider in workflow

[MarcSch]

Hello,

we want to set up a process in Jira in which issues created by one reporter (customer in Jira, issue is created via Service Portal) and information in a custom field are counted and the count is considered in the workflow when the reporter creates a new issue.

In detail:

• Reporter A creates an issue "Issue-1"
• Custom Field "Field A" (dropdown with 5 possible entries) is mandatory
  • Reporter selects "ABC" in "Field A"
• Reporter A creates another issue "Issue-2"
  • Reporter selects "ABC" in "Field A"
  • During/After creation the number of tickets created by Reporter A and the number of those tickets where "ABC" is chosen in "Field A" is calculated.
    • If the number of tickets from Reporter A with "ABC" is below 5 a transition is automatically performed to status "OK"
    • If the number of tickets from Reporter A with "ABC" is 5 or higher a transition is automatically performed to status "To be approved"

One use case could be that a supervisor has to approve the 5th (and ongoing) contact of a reporter with a special vendor (ABC).

Is there a solution to setup this use case in Jira Service Management Cloud (preferred without using apps)?

[Frederic Chartrand · Accepted solution]

Hi @MarcSch 

The only way I can see it being done would be with Automation rules and Assets objects. You'd need to create an Assets object for each user and add attributes for each option in your "Field A" (Attribute ABC, Attribute DEF, etc.). You'd also need another attribute that link this object to the JIRA user.

After that, you could create an automation rule that would be triggered when this particular Request type is submitted. It would find the Assets object related to the reporter, validate which choice has been made in "Field A" and add 1 to this attribute and validate if the related attribute is 5 or higher. The automation would then triggered one of two transitions in your workflow.

Of course you'd need Assets which means JSM Premium.

Hope this helps.

Have a nice day

Frederic Chartrand

FMX Solutions - Gold Solution Partner