Automation Trigger - Issue Commented - Narrow Scope

[marianna_taborda]

Hello team!

I work with Jira as a ticketing system and I have set up a rule on our project that allows for an automated message when there's a new comment done after we have moved the ticket to a 'Done' status. On this project we have more than 10 issue types, so the rule will be executing almost non-stop if the trigger is Issue Commented. 

What would be the best way for me to create this rule? Set it to run on a specific schedule via JQL or having the rule execute on every new comment on the project is not such a waste of jira capacity?  

Thank you! 

[Trudy Claspill · Accepted solution]

Hello @marianna_taborda 

What problem are you trying to solve by generating an automated message when a new comment is added to an issue in the "done" status?

Do you have any third party apps (like ScriptRunner or JQL Tricks) that extend issue searching functionality so that you can search for issues based on the dates comments have been added?

If so, then you could set up an Automation Rule to run on a Schedule and select the issues in a "done" status that also have had a comment added since they were resolved, and execute your automated message.

[Trudy Claspill]

Hello @marianna_taborda 

All rules start with a Trigger. You cannot specify conditions before a Trigger because the rule would have no way to know it was supposed to check if the conditions were met.

With some triggers you can refine the conditions, such as in the Issue Transitioned trigger you can specify the From and/or To statuses that should trigger the rule.

In your case, without third party apps, you most reliable option is to have the issue triggered on Issue Commented and then follow that with conditions to check the status of the issue.

If you are willing to consider getting third party apps, then you could change your rule to be a scheduled rule, and use a JQL to search for issues that have had a comment entered after being put into the specified statuses.

[marianna_taborda]

Hi! Thank you both for your answers! 

Basically, we want to inform our customers when they reply to a rejected ticket, that a new ticket needs to be raised; or, if in Done, that they need to reopen it from the portal view. I have no third party apps at all so the rule is executing on every new comment until the other conditions are met. 

Ideally, what I would have is a rule where I can specify the conditions first and then add the trigger "Issue Commented" but I guess that's not possible. I've tried to label the tickets if the status is "Done" or "Rejected" and there's a new comment so that I could execute the issue commenting on labeled tickets only, but could't get it to work either. 

[Jehan Bhathena]

Hi @marianna_taborda ,

Since you're adding a comment after the ticket is moved to "DONE" would recommend setting the status change as the trigger.

This way you can be more precise with the automation rule. If in case this isn't the use case you're looking for please can you elaborate your use case a little more.