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How to auto resolve previously created ticket using automation?

Edited

I am receiving two emails that I am using Jira Automation to create a ticket from. The first email, lets me know that there is a data issue, and a Jira ticket is created to document the event. I then receive a second email, letting me know the event has been resolved, and I'd like to have the automation rule update the status of the first ticket, but right now the rule I have is creating an entirely new issue rather than closing out the initial issue. 

 

Rule 1 creates a ticket #XYZ when the vendor emails about issue #XYZ

Rule1.PNG

Rule 2 is meant to trigger the resolution of ticket #XYZ when the vendor emails that the initial issue #XYZ has been resolved

Rule2.PNG

1 answer

1 vote
Fabian Lim Community Leader Nov 09, 2021

Hi @Simon Proudfoot

Welcome to the community.  Please share your rules in details and we can take a look at how we can assist. (screenshots would be ideal).

Regards

@Fabian Lim I've added screenshots.

Fabian Lim Community Leader Nov 10, 2021

Hi @Simon Proudfoot

You may have to review the email ticket creation vs comments configuration first. Look at the jira handlers section. When a user replies to an email that has the issue key it adds it as a comment. Otherwise it creates a new ticket.

Link: https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/

Also check whether rule 2 has executed in the audit log.

Hey there Simon,

To backup Fabian here, the first step is to ensure that your email handler adds a comment rather than creates a new issue.

Automation will only work on issue events rather than emails directly.

Once you've got your email handler adding comments you can set up your rule to be:

  1. Trigger on Comment
  2. Condition: Advanced condition
    1. {{issue.comment.body}}
    2. CONTAINS
    3. Text you want
  3. Action: Transition issue to done
Like Fabian Lim likes this

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