Jira automation with Zendesk count

[Mathilde Courtat]

Hi,

I would like to create an automation to get an email when the field "Zendesk count" reaches 50.
Can you help me ?

Thanks

Mathilde

[Sachin Dhamale · Accepted solution]

@Mathilde Courtat 

Automation Rule will be Trigger > Condition > Action. See Bellow

Accept the Answer if it helps

[Bill Sheboy]

Hi @Mathilde Courtat 

In the rule image you posted, the Send Email action is outside of the branch...and so the email will always send regardless of the count.  To make it conditional, move the Send Email action inside the branch and after the Condition test.

Kind regards,
Bill

[Mathilde Courtat]

Hi Bill,

Would it work better that way? 

I've tried it and didn't receive an email.

Thank you for your help,

Mathilde

[Bill Sheboy]

Hi, Mathilde.

Your image does not match what I was describing.  What I meant was based upon your initial rule image with the branch.  Please note that I suggested moving the send email action into the branch nesting.

• trigger: field value changes
• branch: on current issue
  • condition: value is greater than 50
  • action: send email
• ...more steps if needed..

Of note:

1. You only need the branch on current issue if you plan to more steps in your rule later...otherwise it can be dropped as you have shown and @Sachin Dhamale described
2. If your rule without the branch is still not sending the email, something else is happening.  Perhaps your field is not numeric type, and so the comparison against "50" is performing an alphanumeric comparison rather than a numeric one.  You can fix that by converting and using an advanced comparison on {{issue.Zendesk Ticket Count.asNumber}}

And if that still doesn't work please let me know, as there may be another possibility: a calculated field from an addon.

[Mathilde Courtat]

Sorry for my late reply.

I've tried several ways, but this automation doesn't seem to work. I do not plan to have more steps in the rule.

I want to receive an email anytime an issue on Jira has the field, Zendesk count greater than 50. 

Do you think it's possible ?

Thank you for your help

[Bill Sheboy]

Hi @Mathilde Courtat 

Let's try creating a new very simple rule to learn what is happening.

• trigger: manual
• action: log to the audit log the value {{issue.Zendesk Ticket Count}}

Then find an issue you expect to have a count and run the rule from the issue (under the lightning bolt icon).  When you check the log, what value is shown?

If nothing is shown, it is possible that is not the correct name for the field's smart value.  You can confirm the smart value by following the steps in this how-to article: https://support.atlassian.com/cloud-automation/docs/find-the-smart-value-for-a-field/

Thanks,
Bill

[Trudy Claspill]

Is the value of the Zendesk Count field equal to or greater than 50 for JBR-104?