Open a request from email handler

Question

Hi,

I have configured an email handler with an gmail account.

To the creation of a new email, an incident is created on my project.

But I can only choice the issue type and not the request type.

So my issue is created without request type and so, without the organization of the client.

How can I obtain the organization ?

I tried to add an automation but the creator is null in the rule.

Thanks for your help and sorry for my poor english :-)

Laurens Coppens · Answer

Do you have a default reporter set for when the issue is created by mail? if so, you can use that to filter on.

Patrick RAISON · Answer

Thank you for this good solution !!

With the automation, the request type is well changed. It's a good point.

But for organization, the pricing is unfortunately too expensive. I don't understand why the automation doesn't permit it...

Just a question for the automation.

How can I filter the condition to apply this request type change, just for the creation of ticket from emails ?

I tried with the default "request-channel-type = email" but it doesn't match.

Laurens Coppens · Answer

Patrick,

The request type is set with automation rules, because you can have multiple request types linked to 1 issue type. Therefore the linking of a request type based on the creation of an issue needs to be automated.

For the organization part you need scriptrunner: https://community.atlassian.com/t5/Jira-questions/auto-add-organization-on-creation-of-ticket/qaq-p/25440