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How do I automatically close requests based upon summary contents?

  • 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?

2 answers

1 accepted

0 votes
Answer accepted

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

 

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

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.

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

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