Automation: to auto create Jira software tickets from JSM Incident

R Lim April 1, 2024

Hello, I tried to research about this topic but not able to find the direct answer hence I am writing to the community for some advise. 

 

I am trying to build an automation that should auto create a Jira Software ticket once a JSM ticket has been created then linked the 2 tickets together.

 

I tried to build the rules below but it always fails at the creation of the Jira software ticket.

Automation rules - failed.jpg

 

Regards,

Richard

2 answers

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R Lim April 1, 2024

Hello @Walter BUGGENHOUT  and @Bill Sheboy ,

Appreciate on your responses. Please see attached screenshot on the audit logs, I have also added an extra step at the end to link the 2 tickets together but still failing at the step on issue creation for Jira Software.

 

thanks much!

Jira rule failed.jpg

Bill Sheboy
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April 2, 2024

Thanks for that information.

Please post an image of the details of the Create Issue action.

And, did you note my comment about challenges with the Issue Created trigger, and how to address that?

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Walter Buggenhout
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April 1, 2024

Hi @R Lim,

It's good that you already shared a screenshot of your full automation rule, but it also helps if you could look at the rule's audit log and share the error message it shows.

There is a good chance that this is related to your automation rule's scope. Since you are working across 2 projects here, your rule will not work if it is tied to your JSM project only. The scope - which you can see on the rule details page of your automation rule must include both projects: the JSM project, but also the JSW project where you are trying to create the issue. The scope can only be changed by a Jira Administrator and by editing the rule from global automation.

If that is not the cause, do share more information about the error message you find in the rule's audit log.

Hope this helps! 

Bill Sheboy
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April 1, 2024

Hi @R Lim 

Please post an image of the audit log details; that will provide the specifics of the error to help the community offer suggestions.

Until we see that...

The Issue Created trigger can fire so quickly that some data may not yet be available to the rule.  This can cause unexpected rule behavior and errors.  The work-around / fix for that is to always add the Re-fetch Issue action immediately after the Issue Created trigger.  This will slow down the rule a bit, reloading the issue data before proceeding with the other steps.

 

Hi @Walter Buggenhout 

FYI that project-scope rules can create (or clone) issues into other projects.  However to access other projects for read (or update) requires multiple-project or global scope rules.

 

Kind regards,
Bill

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R Lim April 1, 2024

apologies i should have input my response as a "reply" rather than an "answer"

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