Jira Cloud Automation - Assigning assets to existing users

[admin-nwalter]

We currently have an automation running that upon creation, it automatically assigns the Asset belonging to that user (from Assets/InSight).

However, this is currently happening for all issues. Externals are also able to communicate with us or create tickets by e-mail. They don't have an asset from us, so they re not in the system and because of that, the automation fails since it cannot find the asset for this external.

Is there a way that I can change my automation to only run this for existing people within Assets? So it will only run this rule if the reporter has an asset assigned to it. 

I hope I've been clear in what I am trying to accomplish. If you have any further questions, please let me know. 

[Rudy Holtkamp · Accepted solution]

Hi @admin-nwalter 

You can but a user condition after the created issue trigger with a reporter is in group jira-software-users. If you have too many users (>50) this will fail,

Alternatively you can use an advanced compare condition that uses the reporters email domain for verification to run the rest of the rule.

{{issue.reporter.emailAddress}} contains mydomain.com

Happy holidays,

Rudy 

[admin-nwalter]

Hello Rudy,

I tried the Advanced Compare condition route, but that unfortunately breaks the rule. It will no longer assign assets, even to users that do have one assigned to them.

[Rudy Holtkamp]

Could you post screenshots of your automation rule?

[admin-nwalter]

The error that returns is that "The following issues did not match the condition:"

[Rudy Holtkamp]

Sorry my bad, it is not {{issue.reporter.emailAccount}}:

{{issue.reporter.emailAddress}}

[admin-nwalter]

Changing it to {{issue.reporter.emailAddress}} worked! Thanks, Rudy!

[Joseph Chung Yin]

@admin-nwalter -

In JSM, when request is created there is an associated property named "request.channel.type" (by default it is hidden from the UI) 

{{properties."request.channel.type".value}}

See - https://confluence.atlassian.com/jirakb/using-request-channel-type-property-on-filters-1188759288.html

If you use REST API, you can also to find the channel type of your issue -

https://xxxxx.atlassian.net/rest/api/2/issue/{your issue id}/properties/request.channel.type

You can try it out in your automation rule to identify issues created via email, thus skip or further construct your auto assign process against your Assets/Insight objects as needed.

Example rule -

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Joseph Chung Yin]

@admin-nwalter -

Using the channel type check will make your rule more comprehensive instead of checking on reporter's emailaddress domains.

Best, Joseph

[admin-nwalter]

I don't have much experience with REST API's and such, but I will take a look

[Joseph Chung Yin]

@admin-nwalter -

The REST API is just for you to knowing that the properties of "request.channel.type" is there in the background.  You can simply take my recommendation on using the smart value to access the property in your automation rule, thus making your rule better.

Hope this makes sense.

Best, Joseph

[Rudy Holtkamp]

@Joseph Chung Yin how does the channel type help in this case?

As I understand in the question Externals can use the portal and send emails (Externals are also able to communicate with us or create tickets by e-mail).

[Joseph Chung Yin]

@Rudy Holtkamp -

The properties can be used in the automation rule (i.e. condition) to determine how issues are created in the JSM projects, and thus allowing one to configure the rule for the next action appropriately.

Best, Joseph