Update issue type in Summary after moving an issue

Question

Hi team,

We have an automation to update the issue type in Summary once an issue is created and it works well. The problem is when we move the issue to another issue type ( For example a ticket was created as a SR, then summary is automatically appended with [Service Request] but it was later converted as an Incident. In this case we need to rename the issue type from [Service Request] to [Incident].

Is there a way?

Thanks

Use case:

Service Request - with Ticket#123 with summary - Test 1 is created.

Automation runs in the background and the new summary becomes [Service Request] Test 1.

If we convert (move) this ticket to incident - the new summary should be [Incident] Test 1

Minu Murali · Answer

Hi Ravi,

Thanks for the answer. However we are not able to modify the summary - {{issue.summary.replace(oldissuetype,newissuetype)}}

This doesn't give the expected answer. it just returns the existing issue summary.

To answer your question why this is required - this is a client requirement to easily identify the issue type.

Ravi Sagar _Sparxsys_ · Answer

Hi @Minu Murali

Possible.

Trigger: Field value changed

Fields to monitor for changes: Issue Type

For: All issue operations

Use the following smart values to access previous and new issue type name.

from
{{fieldChange.fromString}}
to
{{fieldChange.toString}

Then you can use this modify summary again, however I am not sure why you want to use issue type in the summary? You already have Issue Type that has this information and you can report on it as well.

I hope it helps.

Ravi