Using Automation to assign email to queues

[Steph]

I'm trying to create an automation that will assign emails received from aliases to my SD queues. I followed the instructions provided here.

Yet when I create the automation, I have 2 problems:

1. I get this error message: "Automation will only change the request type if the issue type won't be changed."I tried to remove all issue types but "Story" from the issue type scheme, but that didn't change anything.Added screenshot for detail of the setup
2. When creating the automation, service desk doesn't recognise the email alias I have set up as emails. I tried sending emails to the alias and it works.What am I doing wrong?

[Jack Brickey · Accepted solution]

Hi Steph,

for #1 this is true statement/warning. The key here is that you can only change the Request type to one that is available w/in the existing Issuetype. Hope that makes sense. For #2, this is a true error, do you have the alias email listed as a Customer?

[Steph]

Amazing, thank you Jack.

#2 is done, and I was able to create the automations without error

#1 doesn't seem to receive emails. Emails go through for issues created with the Cloud and the custom email, but not for any other email alias. Any idea what might be causing this?

[Steph]

Actually, some work and some don't. I re-entered the email aliases of those that didn't work, any other suggestion?

[Steph]

Answer to the above:

- If using Google groups to create aliases, make sure that the group settings enable posting and attachments from "Anyone on the Web"