We sometimes face known bugs in production that increase our customer contact rate (and load on our support team). It would be awesome if we could scan issue summaries or descriptions for known problems and auto respond with a comment to those customers to reduce the load on our support team. Can I do this with Automation for JIRA?
Yes! We even ship a built-in template called "Respond to known errors" that should make it very quick to get started.
It will create a rule like this:
Project automation - Code Barrel JIRA 2016-09-20 11-14-48.png
As soon as an issue is created, we execute a "Compare condition" that runs a regular expression match against the issue summary in this case. You can use smart-values to compare pretty much any field of the reported issue using an exact match or regular expression match as shown above. Only if the regular expression matches, will the rule continue and add a comment to the issue.
In the example above we add a comment that provides a direct link for customers with more information about 'field level permissions'.
Hello! My name is Genevieve Blanch, and I'm the Marketing Manager at RefinedWiki, creators of apps to give teams the tools to customize Atlassian platforms. Currently, 44% of the tech team at Re...
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