Automation based on "raised this request via Email"

[Michael Woolfall]

Hi Community!

We've just moved across to Jira Cloud and I want to set up an Automation for our Project that does the following:

1. Only applies to issues created "via Email" (ie. at the top of a request where it says "X person raised this request via Email"). So I don't want it to apply to issues raised via the portal or manually created by an agent.

2. Automatically change the "Request Type" to "Service Desk Request" AND change the "Service Catalogue Item" (which I think is a custom drop-down for us) to "Not Set".

Full details of the Automation including any JQL/etc. would be great because I'm still very green!

Regards,

Michael

[Kai Krause · Accepted solution]

Hi,

1. You can archieve by make a jql condition on request-channel-type=email 

 2. The request-type you can change with the Edit Request-type Action and the Service Catalouge item with and esit issue action.

So it will looks simething like this., 

Hope it helps.
BR
Kai

[Michael Woolfall]

Hi Kai,

Thank you for the speedy response! This is what the audit log said after that:

Regards,

Michael

[Kai Krause]

Hi,

fields you want to edit have to be on the issue screen ( project Seetings -> Screenes ) 

As example the request type field



Same could be the reason for the service cataloug item 

BR
Kai 

[Michael Woolfall · Accepted solution]

Hi Kai,

Thanks heaps for the information!

The Automation you provided would achieve exactly the same thing as what I ended up doing below:

1. I copied our "Service Desk Request" Request Type and renamed the copy to "Emailed Request".
2. I set the Default "Service Catalogue Item" against the Emailed Request Request Type to "Not Set".
3. I ensured that the only 2 "Required" fields for the Emailed Request Request Type were the Summary and the Description (because this is needed in order for the next step to work).
4. Then, I set the Default Request Type against the Project "Email" Channel Email Address to "Emailed Request". NOTE: I noticed that I would get an error that said: "Couldn't update email address The email address you entered is currently used by another service project." ...The simple way around this was to change the Email Address to something else and then change it back again.

I then tested sending a new email in and it worked! Request Type was set to "Emailed Request" and Service Catalogue Item was set to "Not Set". No Automation needed doing it this way. Our internal process would then be to review these tickets (via an Emailed Requests Queue) and do ONE of the following:

• If the ticket is legitimate and needs to be worked on, change Request Type which will automatically move the ticket into our Unassigned Tickets Queue.
• If the ticket is spam, simply Assign it to yourself and Close it immediately so it never reaches our Unassigned Tickets Queue.

Hopefully this information will be useful for someone else out there wanting to to achieve something similar! :) Best of luck.

Regards,

Michael