How to use automation to change the Issue Type

Question

I have a rule that when someone puts the word "critical" in the summary(subject line) of an email to our helpdesk, that it changes the priority to critical and assigns it so a particular queue. What I need is to be able to change the issue type from "Service Request" to "Incident". The option to do that doesn't even exist when you are creating the new rule under "Edit issue".

Is this a major oversight by Jira or am I not doing something right?

Help please.

Madhavan Vivekanandan · Answer

@Cody Stevens if the issue type is changeable using api's then the risk explained is applicable to that case too. Refer https://community.atlassian.com/t5/Jira-questions/How-can-I-change-an-issuetype-on-an-existing-issue-via-the-REST/qaq-p/801750

I hope it is good to have the issue type updateable through automation

unknown · Answer

hi @Cody Stevens

does this mean that there is absolutely no way to "properly" change the Issue Type through automation where it updates the related workflow as well?

Cody Stevens · Answer

Hey @Brian Spears

I totally get what you are saying but its kinda a fail safe system. You can manually make the change because you know what you are doing in that exact moment and whatever you lose you lose, or you can save that info.

If its automated, you may accidentally lose thousands of pieces of information and not even know it. While I would opt for it to be there, I do understand why its not.

This wont make you feel better but the functionality you get with Automation for Jira is worth every penny. Its really not that expensive compared to some add ons and you get a ton of features with it. They were also just acquired by Atlassian. Sometime soon we may see that functionality be apart of the system out of the box.

If you did get the add on, it would be available across JSD, Jira Software, and Jira core. Automations can be made per project (by a project admin) or globally (by a jira admin). It would be displayed in the project settings as "Project Automation" I would test out the lite version. It comes with all the features but you can only run up to 300 times a month.

Also, I believe my answer did answer your original question. Unless you have more questions I would appreciate it if you marked this as answered. It helps the community know whats answered and which answer solved the question.