Automation - Scheduled Ticket and Set Request Type

Question

Is it possible to create a JSM automation to,

1. Create a ticket on a set schedule

2. Set the request type of the ticket at creation

I am trying to setup this behavior using the automation system, but when I try to add the "Request Type" field to the ticket I'm given this error,

I then add "Edit request type" as an additional step to the automation, to set the Request type, but this results in needing to change the "When: Scheduled" step.

What JQL do I need to write for this basic action? Ultimately I'm just wanting to create a re-occurring ticket with a specific Request Type.

Walter Buggenhout · Answer

Hi @Benjamin White,

The most obvious reason why this may fail, is that the request type you are trying to set is not associated with the Task issue type you defined before. In short, there must be a Request Type Form defined in your JSM project that is linked to the issuetype Task.

You can check the Audit log of your automation rule and see what errors may have occurred during execution. If the cause is what I described above, you should see something like this in the logs:

To solve that, navigate to Project Settings / Request Types, create a request type and link it to issue type Task. Then, update your automation rule to set that specific issue type upon creation of a task.

Benjamin White · Answer

Thank you for the idea! I took a shot at putting it in place, and while I believe everything looks right for the automation to run it isn't making changes to new Tasks being created.

I feel like I must be missing something obvious here 🤔

Walter Buggenhout · Answer

Hi @Benjamin White,

Just as a means to get you going; you could create a second automation rule that listens to the issue created event as a trigger and set the request type if it is not filled out yet. So, basically:

* Trigger: issue created 
* Optional extra conditions: issuetype = (your issue type), Request type EMPTY
* Action: Edit Request Type

Hope this helps!