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Changing the Issue Type & Request Type of a request.

Brian Jennings

We have an email that I am attempting to work with in this fashion:

1. Email comes in

2. Automation rule looks at the Summary for certain text.

3. If the text matches, I need a rule to do the following, change Issue Type, change Request Type and then various fields.

The rule I have so far will do everything but change the Request Type. I've tried branching it, but keep getting the same error that I can't change the Request Type cuz it doesn't match up with the Issue Type, even though the Issue Type was successfully changed in a previous part of the rule, before the branch.

I understand the branch means that it is kinda running a rule inside of a rule sort of thing. No matter what I try, it keeps erroring on editing the Request Type step. I am also using the "Edit Request Type" option as well.

Hopefully that explains my process & goal.

Accepted answers

All comments

Kris Dewachter

Hi @Brian Jennings ,

I don't think you can change the issue type and request type in an automation rule.

The Request Type is linked to an issue type.

When you want to use the "Edit Request Type" action in an automation rule, the new Request Type needs to be of the same issue type. There is a clear statement about it.

I presume that this is because change issue type will also possibly change the workflow, and the automation rule will not be able to handle that.

Best regards,

Kris

Brian Jennings

Hey Kris,

Trust me, I've read that dialog box various times. That's why I was trying the Branch option to see if it was possible to change them both in one rule (I have created separate rules to change each independently, but I don't want separate rules for this task). Since the changing of the Request Type hinges on the fact that its associated Issue Type is already present, they'd need to be done sequentially so the Issue Type is in place before you attempt to change the Request Type, but either the Branch option doesn't work for doing that or I have it set incorrectly. I've tried changing the branch options a bit, but haven't found anything that works.

Tony Marie

Hi @Brian Jennings , were you able to find a workaround?

I'm facing the same problem and I tried multiple ways but can't seem to make it work

Thanks!

Brian Jennings

Hey Tony,

This occurred quite a while ago, so I had to go review my initial issue. It looks like the process that I needed help with changed, to where this wasn't an issue anymore.

However, I have used the "Re-fetch issue data" quite a few times. Have you used this before or have you tried using this in to resolve your problem? I have found that, in other rules, this is required within a Branch rule to enable you to continue with other actions on a rule that otherwise would error out. I'll refrain from explaining the intricacies of how the re-fetch works as you can find a lot better detail from Atlassian. Hopefully this helps!

Tony Marie

@Brian Jennings you're a genius! It worked! Thank you so much, I am able now to turn my Email Requests into Incident with a specific Request Type.

Thanks a lot, really appreciated

Brian Jennings

You're very welcome, glad I could help. Yeah, I'm sure that "Re-Fetch" is probably more powerful/useful than we currently understand.

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