Automation Rules - Recursive Issue Key

[Sebastian Braun]

Hi all,

I´m currently creating a Jira automation which should run as follows:

• issue transition triggers the automation
• automation creates new ticket
• customer is informed within original ticket about the new ticket
  • this comment should include the new ticket id

Do you know if it´s possible to implement such a recursive request with standard tools? Smart value {{issue.key}} just returns the original id.

Thanks in advance.

Best regards

Sebastian Braun

[Trudy Claspill · Accepted solution]

Hello @Sebastian Braun 

Yes, this type of automation is possible.

Have you tried to construct the automation? Please show us what you have so far.

That basic structure would be:

TRIGGER: Issue Transitioned
ACTION: Create Issue
ACTION: Comment on issue
  Use the smart value {{createdIssue}} to access the properties of the last issue created in the rule.

Reference document: https://support.atlassian.com/cloud-automation/docs/jira-smart-values-issues/

[Sebastian Braun]

Hi Trudy,

thanks a lot for your quick reply!

Indeed, {{createdIssue}} was the solution, I was searching for.

There is still a little problem: Since the comment is posted externally (in customer portal), the system adds the issue link:

This is problematic since customers cannot access that link since it reference to the internal Jira.

Do you know a way just to add the issue id without the link?

Best regards

Sebastian

[Trudy Claspill]

I have not figured out how to do that.

I suggest you post that as a separate question to get the rest of the community members' inputs.

[Kelly Arrey]

Hi @Sebastian Braun @Trudy Claspill , I haven't tried it myself, but would {{createdIssue.key}} do it? The documentation seems to state that it would work.

HTH, 

Kel

[Sebastian Braun]

Hi Kelly,

indeed, it worked also with {{createdIssue.key}}, but only for internal issues since the link will refer to the Jira internal view, which is only accessible with a Jira licence.

My intention was to solve it for external (=customer) comments, which needs to be reflected in Jira Service Management portal.

Therefore, you need a specif smart.value which we figured out in seperate ticket, see: Solved: Issue Link in Customer Portal not useable for Cust... (atlassian.com).

BR Sebastian