Triggering a single instance of email send based on Comment added

[Rich Imbrogno]

Hi. I currently have a Project Automation rule that looks for a specific phrase whenever that phrase is added to the Comments section. This is achieved via a Canned Response that is adds the specific phrase. Once the condition is met an email is sent to a group of recipients. The rule works properly

When: Issue Commented (Rule is run when a comment is added to an issue)

JQL Condition: labels = ICN_NRD AND comment ~ 'CIPHER NON-COMPLIANCE' AND (status in ("Waiting for Customer","Engage Technical Specialist","Approved"))

Send Email

The issue I have is that for each subsequent comment added it keeps sending the emails which I'd like to avoid. The email should only the first time the comment is added.

I tried to find a way to trigger the email via a Canned Response being used but looks like I don't see this available as a field I can use.

Thanks

[Mark Segall]

Hi @Rich Imbrogno - The best way to handle this would be either tacking on another label once the rule has executed the first time and then adding this to your JQL condition

AND LABELS NOT IN (xxx)

You can also use a custom field or component.  Essentially you need some type of indicator that the rule has executed already. 

[Rich Imbrogno]

Thanks Mark. I like that suggestion. I thought about this initially but my only concern is that downstream reports and processes that we may be impacting by introducing a secondary label.  I think this will work though. Thanks again.

[Mark Segall]

Yeah, I hesitate with extra labels too (easy for someone to remove them).  You could use a custom field or a component as an alternative.

[Rich Imbrogno]

Yeah, As I'm a project admin only I'm not allowed to add a custom field and are system admins are refusing all future requests lol. So, it's a label or a component as an option. I'll create some test cases and see if it has any impact. Thanks again for your suggestion