Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

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

0 votes
Curt Holley Community Leader 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.

Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Apps & Integrations

Send an Email or Publish to Confluence - What should you do with your release notes?

Background When you hear the words ‘Release notes’, almost always you think of an unsolicited email from a software vendor. But I am here to tell you that from our data, sending release notes via E...

134 views 1 2
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you