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Can a request type be used in more that 1 automation rule using Legacy Automation in JSM?

1.We have an automation rule to update the Request Type (based on the issue type)  when a status changes and the Request Type is empty.

  • example: Type=incident then update requet type to "Get IT Help - Incident"
  • example: Type=SR then update requet type to "Get IT Help - SR"
  • example: Type=SR with approvals  then update requet type to "Get IT Help - SR with approvals"

2.I want to create an automation rule that will update the Request Type when it is empty upon ticket creation and set it to the same request type (based on the issue type) as in the above automation but, those Request Types are not listed. 

1 answer

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Curt Holley
Community Leader
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May 23, 2021

Hi @Jason Phillips 

What do you mean by legacy automation? Do you mean the plug-in version for on-prem JSM etc.?

Certainly with cloud based automation for Jira you could do your 2 easily.

For example:

When issue created

If issue type = SR

then edit issue field "request type" to be "Get IT Help - SR"

you could use the If/else condition to have one rule do all request types.

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