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Hi folks, having trouble with what I thought would be a simple automation.
I want to run the automation when a ticket is created, to check the summary for key words, for example (urgent OR important OR emergency) etc. and then set the priority of the ticket to Highest.
I would prefer to avoid a bunch of Ifs and Elses.
When I try to test this rule by sending in a ticket with the title "URGENT help" or similar, the rule does not fire, saying that the new issue did not match the conditions. Please help!
both comments above are great, and will fix your issue.
As an alternative - if you prefer to use JQL instead of regular expressions - you could use JQL condition instead of Advanced Compare.
Your JQL would probably look something like
summary ~ "urgent" OR summary ~ "emergency" ...
Hope that helps too.
Your regular expression is not correct, it should follow the Java regex. Also note that it is case sensitive, so in order to trigger on an issue that have URGENT or Urgent in it the regex should look something like this:
In your case if you want to use or and include multiple values in the compare the regex would look something like this:
Yes, and...to Mikael's answer...
Even after you get your regular expression figured out, the condition may still fail to match. The reason is that the Issue Created trigger can fire very quickly, often faster than the data being available at the start of the rule.
If you encounter this symptom, the work-around is to add a Re-fetch action immediately after the trigger and before the condition. This will slow down the rule and reload the data before proceeding with the next step.