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Use the name of Request type as a condition in an Automation?

Ben Radlinski_xvzbpa

I am trying to create an automation that assigns a ticket to an Agent depending on the Request type the customer uses at the Portal. All of the request types on this portal go to the same Issue Type, so I can't use that as a condition. Is there a way to use the Request type names in the Portal to trigger an assignment?

Accepted answers

Mark Segall

Hi @Ben Radlinski and welcome to the community!

Yes you can. I see you're on Jira Server so this assumes you have the Jira Automation app installed. It would look something like this:

TRIGGER: Issue Created
ISSUE FIELDS CONDITION:
- Customer Request Type
  Equals
  Your Request Type
ACTION: Assign Issue (to your agent)

All comments

Mark Segall

Hi @Ben Radlinski and welcome to the community!

Yes you can. I see you're on Jira Server so this assumes you have the Jira Automation app installed. It would look something like this:

TRIGGER: Issue Created
ISSUE FIELDS CONDITION:
- Customer Request Type
  Equals
  Your Request Type
ACTION: Assign Issue (to your agent)

Ben Radlinski_xvzbpa

Customer Request Type was the key! Thank you so much. I'm new-ish to Service Desk, so I feel lost sometimes. Thank you.

Ben Radlinski_xvzbpa

While I have you, can this be done with Request Type Groups? I can't seem to find a field with that information.

Mark Segall

That's a great question. If it is possible, you'd need to use an advanced compare condition. I know it's possible to extract the group IDs, but not the actual names. Here's how that would work:

{{issue.customer request type.requestType.groupIds}}

I can see value in something like this if the request type is only associated with one group. However, multiple groups would make things complex. So, assuming your request type is part of portal group "General" and that group has an ID of 10. You would change your rule to something like this:

TRIGGER: Issue Created
CONDITION (Advanced)
- {{issue.customer request type.requestType.groupIds}}
  Equals
  10
ACTION: Assign issue (to your agent)

I would be curious if smart values can actually pull the name of the group, but ID can work too. You just need to do a little more digging.

Theis Kvisgaard

Related question:

Would it be possible to create a rule that triggers when the Request Type is changed to a specific Request Type?

Scenario: a ticket is created via email. The request type is then Emailed Request.

When starting to work on the ticket I edit the Request Type to the correct Request Type but this does not trigger my automations - because my automations that create sub-tasks etc. are triggered only when issue is created. Not if I change the Request Type afterwards manually.

Any way to make this work?

Chad Klinefelter

@Theis Kvisgaard - definitely possible!

For this, you would want your trigger to be "Field value changed." The field to monitor, of course, being "Request Type."

Screenshot 2024-04-18 192735.png

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