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Automation to create issue and set Request type

Josh Olds

Hey team

I am currently creating a ticket via automation, and want to set the request type so that it appears in the customer portal.

When selecting request type during the ticket creation event, I get the following warning:

Request type can't be edited here

You will need to use the "Edit request type" action instead.

How do you set the request type after the ticket is created?

Accepted answers

Alex Koxaras -Relational-

Hi @Josh Olds

You can change the request type within your initial rule by adding a branch. Try the following:

edit request type.png

I don't know what your trigger is, so keep that unchanged. Carefully create such an issue type, for which the specific request type exists. Otherwise this rule will fail.

I've tested it and works like a charm!

All comments

Vishwas

Hey @Josh Olds

We have to use the another action for it. There is one new action introduced to Edit request type for JSM itself.

Like this:

Automation_edit_Request type.png

Regards,

Vishwas

Alex Koxaras -Relational-

Hi @Josh Olds

You can change the request type within your initial rule by adding a branch. Try the following:

edit request type.png

I don't know what your trigger is, so keep that unchanged. Carefully create such an issue type, for which the specific request type exists. Otherwise this rule will fail.

I've tested it and works like a charm!

Jeffrey Bistrong

im running into a similar issue and have used the "edit request type" option in automation, but it appears that the customer is not notified of the issue anyway, and i had to add a comment at the end of it indicating this issue has been created for....

Anyone else running into that?

Adam Rypel _MoroSystems_

@Jeffrey Bistrong can you use action "Create issue with a request type", so you set the request type right away?

Jeffrey Bistrong

yes, that did it, thanks so much, i was previously using the clone issue and it was not setting the request type

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