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Why automation rules do not work when importing issues

I have created an automation rule that creates a new ticket in another project and creates a relates to link (works fine when I email a request) however I am trying to bulk create tickets via importing issues and only part of the automation rule is being applied - only difference is how I am logging the ticket - trigger is ticket is created -pleasejira.PNGjira2.PNGjira3.PNG can you help


1 answer

1 vote
Guilhem Dupuy Community Leader Jan 11, 2021

Hello Stefan,

I think this is a problem of Scope; you are using a Single project scope targeting the project "ExternalPortal" but your rule creates an issue in another one. 

Can you try to change the scope to Mutli-Projects and Add at least both of your projects ? Your rule will then be limited to 500 monthly executions as you may know (because of the multi-projects rules limitation on the Standard plan) but as far as I know it is the only way to make it work.

Let me know if it helps, 

Guilhem

Hi Guilhem,

I tried the above with no success, the issue I have is that if I create the ticket manually by raising a request via portal or an emailed request the automation rule works perfect with no isssues however when I try to create the same ticket via import issues (Bulk Create) only a quarter of the rule is applied i.e. it does not create a task in another project and link theses via a relates to link

Guilhem Dupuy Community Leader Jan 13, 2021

Hi @Stefan Neil 

Oh okay I think I get it now ! So the problem is due to the condition you put before the issue creation part of your automation : you check the reporter email address for a specific value. 

Which user do you set as reporter when you bulk create issues ?

Hi Guilhem,

I have a CSV file with multiple users, Reporters are mapped via an email address so I will have different reporters. I would do the bulk creation myself and I have full admin rights and I don't believe I have the option to set a reporter when bulk creating unless I am mistaken. Do I need to have a specific rule added to my automation for importing?. The justification behind this is I am already using FreshDesk and would like to transfer tickets from FreshDesk into Jira  

Any update on this

Guilhem Dupuy Community Leader Jan 20, 2021

Yes,

In order to make your rule work, you would have to make sure that the reporter field in Jira is filled with a reporter corresponding to your Else-If condition, or edit this condition. Otherwise the actions after the condition won't be triggered.

My else if condition works by user condition i.e. reporter email domain and as I previously mentioned it works if I create via portal or via email just does not work when importing thus I am assuming there must be a rule/trigger that does not work when bulk creating via CSV - please not rule is working as expected just not when bulk creating tickets from a CSV file

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