Specify Request and Issue type for specified email reporter

[Stacey Bennell]

We have setup an incoming email service to our Service Management project. Our HR systems uses this email address to send notifications to our project of user changes.

I am trying to figure out how to automatically assign these incoming mail issues to a specific issue and request type IF the sender is our HR system. 

We still want any other emails that come into the project to behave using the workflow currently in place, but we just want these HR ones to follow a prescribed path. 

Automation allows me to change the Issue type but the rule fails to change the request type as well as it believes the new request type is not within the issue type (its not in the original but is in the new issue type its just been changed to so appears not to process in an order)

[Marc - Devoteam]

Hi @Stacey Bennell 

Welcome to the community.

Then you will need create a duplicate Request Type based on the issue type the automation rule is setting the issue to.

A Request Type is linked to an Issue Type. If a JSM issues switches types, the Request Type can't be set as it's not available for this Issue Type.

So duplicating your Request Type based on the new Issue Type is the only solution.

[Stacey Bennell]

The request type i am trying to set it to is available in the new issue type, but not the original one. 

At Creation: Issue = "Email request", Request = "Email request"

Target: If sender email is X, Issue = "Request a change", Request = "User Account Change"

Current Automation: If sender email is X, Issue = "Request a change" SUCCESS, Request  = "Email request" FAIL

"User Account Change" request already belongs to issue "Request a change"

Sorry if i have misunderstood your suggestion. 

[Marc - Devoteam]

Hi @Stacey Bennell 

This: 

Current Automation: If sender email is X, Issue = "Request a change" SUCCESS, Request = "Email request" FAIL

will not work, why as there is an issue type "Request a change", for tis issues type there is no Request Type = "Email request".

So you need to create a Request Type, "Email request" based on the Issue Type "Request a Change".

[Valerie Knapp]

Hi @Stacey Bennell , welcome to the Atlassian Community and thanks for your post.

This sounds like a job for a Mail Handler - https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/ .

Have you explored this option at all?

Best wishes

[Stacey Bennell]

No i haven't - i'll take a look.