HELP → GitHub status crossback
not enabledTells the engineering issue when its HELP ticket moves, so engineering can see the customer side without opening Jira.
Jira Service ManagementGitHub
State what it is doing right now
| Running | … |
| Environment | … |
| Cadence | … |
| Last ran | never |
Scope
What sets it off
On each full sync, three times a day, off the HELP status history the JSM poll records. There is no webhook, so a status change can wait several hours before it is queued.
Reads
- HELP ticket status changes
- Project 23 items, to find the linked issue
Writes
- A queued comment in github_outbox — nothing more
- The comment itself is posted on the GitHub issue by the Deliver GitHub outbox Action, which drains the queue every ten minutes
Limited to
- Status and state only. The note carries the HELP key, the old and new status, who moved it, and a link — nothing else
- The Worker never calls GitHub. It writes to a queue, and a GitHub Action does the posting
- One note per status change, keyed on ticket, timestamp and destination status, so a flapping status cannot spam an issue
- 40 per run, and only status changes from the last 72 hours
- A queued note stops retrying after 5 failed attempts
Will not do yet
- Customer replies crossing back. This is not merely switched off — no code builds such a message, so turning the flag on would change nothing today
- Anything a customer wrote reaching an engineering issue
Actions
This shows the exact note it would queue for each engineering issue, and which changes are already queued. Nothing is written and nothing is queued. Run now writes, so it stays disabled until the automation is enabled and the environment allows it.