Facing issues with the email-to-Jira integration and automation

[Raunak Kamal]

I am facing issues with the email-to-Jira integration and automation in our project:

Setup:

Emails to a email channel create tickets in the project with the default "Report an Incident" request type.
Automation is configured to update the Request Type and Issue Type based on email summaries (e.g., "Service Request," "Customer Complaint").
Problem:

The rule works for "Incident" but fails for "Customer Complaint" and "Service Request."
Errors in the audit log include:
"The issue type selected is invalid."
"The request type couldn't be edited because it isn't based on this issue type."
"Destination status could not be resolved."
Steps Taken:

Verified issue type scheme and workflows for "Customer Complaint" and "Service Request."
Checked required fields and added transition steps in the automation.

[Raunak Kamal]

[Jack Brickey]

Please share your automation rule. I think the way I would approach is to clear the Customer Request Type (CRT) first, then change the issue type, finally set the CRT.

[Jack Brickey]

I would try to first clear the CRT then change the Issue type then set the CRT. You may have to use the move operation when changing the issue type. I have not tried in awhile.

[Raunak Kamal]

Thank you for the suggestion but What do you mean by clear the CRT first and later set the CRT.