Change the issuetype with scriptrunner

Question

Hello,

I would like to change the issue type after receiving the ticket with scriptrunner.

The workflow is different from the entrance workflow but it is the same project.

Background:
The tickets are automatically created in the service desk by a mail handler. However, a different issuetype should be selected for one customer.

Do you have any ideas?

Many thanks for your help.

Alex

Niranjan · Accepted Answer

Hi @Alexander Herrler - Why don't you consider creating sub-tasks instead of changing issue types of newly created issues You can create sub-tasks with the post-functions (script runner).

PD Sheehan · Accepted Answer

Moving issues via scriptrunner or JAVA api is not trivial.

Think of all the steps you have to go through when you move an issue manually.
All those steps would have to be accounted for in a move script without the opportunities to prompt the users for many critical pieces of information.

I haven't seen anyone implementing this successfully (and I haven't dared to try myself).

I think using a "Clone Issue And Link" or "Create Sub-task" post-function script as suggested in another answer will be your best bet. Both of those come with a "Condition" code block where you can examine the reporter's email address and decide whether or not to execute the function.

The condition script could be as simple as

issue.reporter.emailAddress.endsWith('xyz.com')

Just that single line will return either true (execute the function) or false (skip the function)

The rest of the function parameters are all form-driven, so no coding required.