How to automate issue type when email subject line includes "Staff Change"

LeeJay Dillon

Hello,

Our HR dept. submits tickets to our service desk via email that should be assigned an issue type of Service Request. These emails will always have Staff Change in the subject line.

How can project automation be used to set the issue type to be a Service Request based on the subject line criteria?

Thanks. 

Mark Segall

Hi @LeeJay Dillon - Assuming your Service Request issue type has the same workflow as other issues generated by email, you can use something like this:

Here's the regex I used which is case insensitive:

(?i)(staff change)

If you're changing to an issue type that uses a different workflow, automation will fail.