How do I automatically respond to know errors using Automation for JIRA?

Andreas Knecht Community Champion Sep 19, 2016

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?

1 answer

1 accepted

0 votes
Accepted answer
Andreas Knecht Community Champion Sep 19, 2016

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'.

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Oct 31, 2018 in Marketplace Apps

Marketplace Spotlight: Zephyr

Hello Atlassian Community! Each month, we run a series of Spotlights to highlight Marketplace vendors and apps that our team thinks this Community would find valuable. In last month's Spotlig...

357 views 0 1
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you