Email Automation Rules

Question

We receive emails from one of our internal systems to our Service Desk that, by default, come in to the default type (Type: Service Desk)and need to be manually moved to a different type (Type: Incident).

How can I automate the move of these specific emails to the Incident type as they come in?

David Gage · Answer

So I wasn't successful with this.  It seems to only fail in the "THEN" statements.  Reviewing the logs shows that it failed at:

* Edit request type: System Alerts and Errors
* Transition issue: Investigate

The 3rd "THEN" statement works, and the 2nd statement fails because it's requiring the 1st to work.  Since the 1st THEN statement is calling the Request Type: System Alerts and Errors, I wonder if it has something to do with that?

I can manually move the ticket by going through the "Move" process, so it should work by automation rules.  I've called Atlassian support, and after a lot of back and forth, got them on the phone and the only thing they told me was "Yup!  It doesn't work.  Bye."

This SHOULD work from the built-in Automation rules.

David Gage · Answer

Actually, I did't solve the issue.

David Gage · Answer

Resolved.  I think I was overthinking things on the process or in this case it was easier than my first attempt at creating an automation rule (for a different process).

WHEN: Issue Created

IF: Issue Reported: reporter = "do-not-reply@....com"

THEN: Edit Request Type: System Alerts and Errors

Transition Issue: Investigate

Edit Assignee: Me