How do I automatically close requests based upon summary contents?

[Travis Alexander [Empyra]]

• Azure sends automated emails to a service desk that create requests.
  
  
• Often times, Azure will send a follow-up email, essentially saying the previous email is no longer an issue.
  
  
• From an alerting perspective, if this happens within say 5 minutes, we want both requests (the initial one and follow-up) to auto close.

I imagine the rule is something like this..

• Trigger: Issue Created
• Condition: reporter = azure-noreply@microsoft.com
• Branch JQL: created >= -5m AND text ~ "{{issue.summary}}"
• Branch Action: Transition to Closed
• ..... some more actions .....

Here are example Summaries: 

First Issue:

• "Azure: Activated Severity: 1 Prod-Web-App-Service-500-Errors"

Followup Issue:

• "Azure: Deactivated Severity: 1 Prod-Web-App-Service-500-Errors"

*Because the follow-up request came in, I want to close both. 

Any wizards out there?

[Travis Alexander [Empyra] · Accepted solution]

I was able to solve this by using some fancy smart values and custom fields. 

{{issue.summary.substringBeforeLast("o")}} -> Hello W

https://support.atlassian.com/cloud-automation/docs/jira-smart-values-text-fields/

[Rena Lakiss]

Hi Travis,

I'm having the same issue as you. We are currently forwarding all requests coming from an external HelpDesk system to our Jira Service Management. If the user replies to the issue, it will automatically create a new issue in our JSM and it usually contains the same HelpDesk Id ("RE-XXXXX").

Example:

First issue: TR :[Request ID :##RE-18215## - Accès A/P Aging detail grouped SAS] 

Second issue: TR : Request ID :##RE-18215## - Accès A/P Aging detail grouped SAS - has been Re-Opened by the user.

I have been trying for hours to fix this. Do you mind telling me exactly what you did to solve your issue? Or help me resolve mine?

Thanks much!

[Andrew Laden]

You may also want to look at OpsGenie for this. We generally don't have emails go straight to jira. We send to opsgenie which can can do a good job filtering and auto-closing alerts. then using OEC or the JSM integration, have opsgenie open the ticket in your jira.

Might save you from opening a lot of useless tickets.

[Travis Alexander [Empyra]]

Hi Andrew,

That was our first approach-- but we decided to NOT go with JSM Premium and thus, don't have the ability to add external integrations in OpsGenie. Thanks for your input! 

Travis