Why can't we change the Request Type value through automation in JSM?

Question

1. When a customer creates a ticket in JSM through e-mail, the Request Type field is not populated.

2. JSM documentation shows that we can set the value for Request Type based on the issue type via Automation but the automation process is not allowing the field to be editable.

3. I knew we can go and edit the Request Type field via Issue Edit screen but why do I need to edit every ticket when there is a process called 'Automation'?

4. I should be able transition the issue automatically to another status by setting up the correct Request Type and move the ticket to the right queue.

Any JSM masters or Atlassian product support can help to answer the question.

Any answer that suggests to buy another add on may not be an acceptable answer!

nmenere · Answer

Hi Guhan,

Unfortunately we are actively trying to close the gap from the previous automation engine to the new/current one. One of those gaps is being able to set/edit the Request Type.

We are currently tracking this at: https://jira.atlassian.com/browse/JRACLOUD-75020

Cheers,
Nick Menere
Automation Group Product Manager

Guhan_edj7nj · Answer

Jack, Tried the automation to change the issuetype, but not available in Cloud version. I would prefer direct approach in this case and opening a ticket with Atlassian. It is not just on the process of creating ticket via e-mail, it also has the same issue when the ticket was created through MS Teams.

Jack Brickey · Answer

1) actually there is a RT associated with the email request but it is a singular value

2) you must change the issue type before you can change RT as the RTs are associated with the issuetype. You likely will need to include a refresh action after the issuetype change.

let me know if you get further or not. I have not implemented this specific use case.