On a fresh JSD (Jira Service Desk) test project (Enterprise Jira v8.13), how would I set up an automation like this?
Please assume there's nothing set up in the project: no users, no automatons - i.e. we're starting from scratch.
P.S. I've poked around automations in the project and see nothing there about email addresses. Perhaps I need to first set up a "user" (requester) identity and then the condition would be "if user is 'thermometer555'" - but then I see nothing in the automation builder that would let me do this - there's only "User Type" but not "User ID":
In Zendesk I'd "tag" the user with a unique tag and then use that tag in an "if" condition. In JSD (or JSM), I don't see a way of doing this.
P.P.S. Spent a lot of time setting up such automations in Zendesk - just need a nudge in the right direction with Jira. Here is how this is normally done in Zendesk:
Thank you! This seems to work in my free personal JSM instance - and not to work in my JSD project at work:
Only two options seem to be available when adding an "if" condition: "User Type" and "Issue matches" - no "comparison" or JQL. If I choose 'Issue matches' - 'advanced' - 'creator = "firstname.lastname@example.org"' and 'save", get an error:
> The value 'email@example.com' does not exist for the field 'creator'.
Attempting to preempt the error by creating a user with that email address fails as well - seems I can only choose an existing user but not create a new one from scratch.
Also see no "advanced automation" option in my test JSD *Jira v.8.13) project at work:
Does it mean that the solution you suggested will not work in JSD 8.13? Or does it mean the administrators of the Jira instance at work have turned that "new automation engine" off?
Seems like you are using Jira Server and work and Cloud at home. The two products are slightly different.
Automation for Jira is included with Cloud, but is an add-on for Server. You can install it from the marketplace https://marketplace.atlassian.com/apps/1215460/automation-for-jira-server?hosting=datacenter&tab=overview
There is likely a way to achieve the same outcome using the legacy automation engine. Below is how I would begin. You will need to have a user registered for that email, and you will need to have a request type that represents incidents.
I hope this helps,
I think automation can help with what you're describing and I understand that the learning curve for Jira can be intense.
Based on what you've described in this post and the other https://community.atlassian.com/t5/Enterprise/Can-Jira-help-with-datacenter-incident-management/m-p/1604299#M490. I believe you're after some examples that you can get your hands on.
Bucketing, tagging, triaging based on creator's email address. Probably best to start here: https://blog.codebarrel.io/set-organization-in-jira-service-desk-using-reporters-email-domain-e705be9d4717
From there, we have a number of tag-based examples in the template library: https://www.atlassian.com/software/jira/automation-template-library#/labels/all/customLabelId/1453
I hope that gets you on the right track. If you get stuck after that point, more targeted community questions (or an Atlassian expert/partner) is probably high leverage. We keep an eye on automation related community questions.
Hi everyone - in case you haven’t heard, we’re hosting the show of the century on November 10th: High Velocity: ITSM World Tour. This virtual, concert-themed experience...
Connect with like-minded Atlassian users at free events near you!Find an event
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no Community Events near you at the moment.Host an event
You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events