Ticket creation based on Issue summary contains organization name in jsm.

[Balakrishna Gudla]

I am reaching out to seek assistance regarding an issue we are experiencing with the automation configuration in our Jira instance. Specifically, we have a condition set up in the issue creation automation rule that checks if the summary contains the organization name. While this setup works to create tickets when the summary contains the organization name, we are encountering an issue with how the summary is being evaluated.

Currently, we are using the following format for issue summaries:

SOC:: [Organization Name] | Additional Information
For example, the organization name could be "Centra Networks | internal test", and the summary might look like:

SOC:: Centra Networks | internal test | Test Ticket
However, we are encountering an issue where the ticket is being created even when the organization name is not in the expected location in the summary. For instance, if the summary is:

SOC:: Test Ticket | Centra Networks | internal test
This still triggers the ticket creation, even though the organization name is not in the correct position according to our format.

Issue:
The automation condition is currently set to check if the summary contains the organization name, but the problem is that the summary can contain the organization name anywhere in the text, and the rule still triggers ticket creation.

Expected Behavior:
We would like the automation condition to strictly check if the summary follows the format:

SOC:: [Organization Name] | Additional Information
In this format:

The summary must start with "SOC::".
It should be followed by the exact organization name (e.g., "Centra Networks | internal test").
After the organization name, a pipe (|) should be included, followed optionally by additional information.
Sometimes, additional information may not be provided after the organization name, so the automation should allow for this flexibility.
Remainder*
= In my whole projects organization names format is Part1 | part2(Centra Networks | internal test). here every organization middle there will be space and pipeline and space.

Request:
Could you please help us adjust the automation condition so that the rule:

Only triggers when the summary matches the format exactly as stated above.
Does not trigger if the organization name appears in any other part of the summary, even if it contains the correct organization name elsewhere.
We would greatly appreciate your support in configuring the condition to enforce this format

[Bill Sheboy]

Hi @Balakrishna Gudla 

Short answer:

There is a design problem with how the Summary field value is formatted as it uses a delimiter of pipe | for two different purposes: a data delimiter and as content in the Organization name.  Either a different delimiter must be used between content elements or (better still) store the data in individual fields to prevent the problem.

If you do not believe that is the cause, for a question like this, context is important for the community to help.  Please post the following:

• an image of your complete automation rule in a single image for continuity
• images of any relevant actions / conditions / branches
• an image of the audit log details showing the rule execution
• example Summary field values which work and do not work, and the expected outcomes
• explain what is not working as expected and why you believe that to be the case

Kind regards,
Bill

[Balakrishna Gudla]

For Ex: Issue summary [SOC::Centra Networks | internal test | Test Ticket]

Here, Organization is [Centra Networks | internal test].

So, I want that Organization name will be match to the issue summary with this format.