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Automation for JIRA - Request Participants

Dear community,

I would like to setup automation rules so I can have different request types for email based requests. The logic would be the following:

- setup a single email address for email-requests (e.g. support@XXXX.atlassian.net).

- setup two distribution lists, both including the email (e.g. it.support@XXXX.com and business.support@XXXX.com). Users would be informed about the XXXX.com email addresses to be used, this way these addresses will appear as Request Participant.

- create an automation rule, such as "Request Participant" ~ "it.support@XXXX.com" AND request-channel-type = email.

However it seems that "Request Participant" field can be used only as IS (NOT) EMPTY. Can somebody confirm that? Alternatively, can you please advise how to setup different request types for email-based requests?

Thank you!

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Dear Adam,

Using the template "Triage email request" or https://confluence.atlassian.com/servicedeskcloud/blog/2016/01/automatically-triage-email-requests if you are using an older version, you can modify the IF condition to include

- "Request participants" = "it.support@XXXX.com"

Unsure why yours only allows "IS (NOT) EMPTY". Mind sharing a screenshot of the automation config?

Thanks for your response. The quotation mark for the actual address is the solution, silly me, thanks for pointing it out (however the error I got was slightly misleading - it said this operand cannot be used for this field)

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