Rules on when to create a ticket

[Bartlett, Leigh]

Good Morning, 

I've been trying to set up some automation rules in Jira ServiceDesk but I can't quite find what I need. Please can someone point me in the right direction? 

We have automated alerts coming through to our Jira Servicedesk that create tickets. We have alerts that come through via email to our servicedesk with a subject of   "System A has stopped functioning Alert Status: Open" and then once that alert has been resolved it will send a follow up email to our servicedesk with a subject of "System A has stopped functioning Alert Status: Closed". 

In a perfect world, the closed ticket would follow into an update for the first opened ticket, but I know thats not going to be easy. But what we would like is something with the email subject as above containing "Closed" would not create a new ticket?

Can someone provide me some details about how I might do this? 

[Jack Brickey · Accepted solution]

@Bartlett, Leigh, welcome to the community! Automation doesn’t ‘sit in front’ of the JSD email handler so automation actions will occur too late to prevent creation. While I have not personally attempted to prevent blocking creation of issues, here are a couple things I would investigate (in order):

1. for the system(s) that sends in these emails alerts consider using email forwarding and build in email rules that will not route the “closed” issues to JSD. You might also be able to construct a debouncer here. The way this would work is you would create a unique customer user for the system, e.g. systemA@mycompany.com. Have systemA send emails to a different email account, e.g. systemA-prefilter@mycompany.com. Create rules for the later to filter out closed.
2. see if the IT group could route “closed” emails to a non-JSD email, e.g. an IT member of dedicated inbox that could be monitored. This allows for the system alert issue to be created but the IT team will have to manually close which is probably best anyway. As an aside, automatic ticket creation based upon system alerts can be messy if there isn’t some solution to “debounce” alerts. Otherwise you could end up with 10s, 100s, 1000s of duplicates but I’m guessing you understand that.
3. Look at adding some form of Validation to the workflow at the point of creation that would cause the creation to fail fo all closures.
4. investigate addon email handlers in the Atlassian Marketplace.

finally, I’m guessing there are folks here in the Community that may have direct experience with this and have better/proven solutions so hopefully they will chime in here.