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Automating Issue Type Based on Email Subject Match

Paul Stewart

Hi ...

I'm trying to automate the issue type when certain subject lines start with a certain set of keywords etc. In this case I want to match any subject line that starts with "ALERT: xxxxxx" and change the issue type from our email default of Service Request to Incident.

Currently our technicians do this manually in the ticket through the move option but this is prone to errors/mistakes. I know exactly the conditions we want to match and the "mapping" of the move that needs to occur.

I've tried email handlers and some various plugins and no luck to date ... some folks have told me you simply can't automate it but I'm not ready to give up yet

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Thomas Deiler_db00h3

Dear @Paul Stewart ,

you can do what you want by creating your own custom automation rule:

Note: you can change the request type only, if the issue type of the new request type is the same.

So long

Thomas

Paul Stewart

Thank you - I started there however you cannot change the issue type using JIRA automation ... only the request type. I need to change the issue type in this case. Thank you.

Thomas Deiler_db00h3

Dear @Paul Stewart ,

the problem is that Request Type : Issue Type is a "many to one" relation. Means, you cannot just change the Issue Type without changing the Request Type.

What you could do, is fire a Webhook, that is calling a script, that moves this issue to another one by calling a REST method.

If this doesn't work you could transition this issue. In the workflow you could call a groovy script moving your issue (with plugin).

So long

Thomas

Paul Stewart

Thanks .. I"m not a developer but am used to using plugins ... I contacted the folks at Script Runner to see if this is something their plugin could do - just didn't know if there were other options that I should be looking at .... many thanks!

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