Auto-Create Jira Tickets on Automation Failure

Summary

Creating an automated system to raise a support ticket in Jira Service Management whenever an automation rule encounters a failure.

Diagnosis

There are certain actions that can be utilized in the event of a rule failure. These actions allow you to determine the desired response in case of an error. The available options are as follows:

• Email the rule owner once the rule starts failing after success

• Email the rule owner every time the rule fails

• Don't notify

There is currently no direct method to raise a ticket when the rule fails.

Solution

We suggest the following workaround to ensure that tickets are raised automatically whenever the automation rules fail:

1. Invite the email address of the project's email handler as a user on your site administration page. You do not need to give any product license to this user.

   • You can find it from Project settings > Email requests

     

2. Select this user as the rule owner in your automation rule

3. Select the option 'Email rule owner every time the rule fails' as shown below

   

4. Invite the email address 'automation@<SITENAME>.atlassian.net' as a customer in your project. Make sure that you are not adding it to any customer organization to avoid sharing the tickets with all the organization members.

The above automation rule will create a ticket in the project from where the email address was taken.