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Automation help for existing triggers

Raoul Kaiser

I'm currently receiving help desk requests via email, which automatically creates the work item. Previously, I had automations that triggered on specific request types - like onboarding - when I created the items manually.

Now that everything comes in as a "general IT request" via email those automations no longer trigger because they rely on the work item created event.

Any ides on how to adjust the automation to work with this setup? Or examples of how others have handled something similar?

Accepted answers

Thorsten Letschert _Decadis AG_

Hey @Raoul Kaiser

Is this a follow-up question to https://community.atlassian.com/forums/Jira-Service-Management/Need-help-with-getting-the-correct-automation/qaq-p/3051015?

What exactly are you trying to achieve beyond the work and request type assignment, e.g., which actions do you want to perform? Might branching help here? (See https://support.atlassian.com/cloud-automation/docs/jira-automation-branches/).

Regards,
Thorsten

All comments

Bharat Kumar Bondalapati

Hi @Raoul Kaiser

Welcome to Atlassian Community!

In your automation rule, please check if below option marked in RED is checked?

Thorsten Letschert _Decadis AG_

Hey @Raoul Kaiser

Is this a follow-up question to https://community.atlassian.com/forums/Jira-Service-Management/Need-help-with-getting-the-correct-automation/qaq-p/3051015?

Regards,
Thorsten

Raoul Kaiser

No they are not checked.

Bharat Kumar Bondalapati

Please check this option and see if it works?

Raoul Kaiser

Not a follow up. We are just trying to automate our Service Desk as much as possible. With each request type we have different SOP's we must follow. I made the request types sub tasks follow the SOP's step by step.

Thorsten Letschert _Decadis AG_

So you're coming from rules with a 'Work item created' trigger, and now need something for the new scenario where your requests received via email should be processed?

What about changing the trigger to 'Field value changed' with 'Request Type' as 'Fields to monitor for changes* (required)'?

Raoul Kaiser

This worked. It took some figuring out the process but I was able to get it to work.

Raoul Kaiser

It did not work. I was able to use another suggestion.

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