Automating the change of issue type

Hi all, I would like to know how to automate the change of an issue type.


1 answer

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Jack Brickey Community Champion Jan 23, 2018

@Guillermo Rosas, we are going to need more info here. Please explain the use case. Under what conditions do you want to change the issue type. For example...

I want to automatically change the issue type from Bug to Improvement when Component is New Feature.

Hi @Jack Brickey

Thanks for your response, In that case, when there is an specific request participant.

To explain better I will give some features how do I use servicedesk:

Most of our customers creates a case through email channel, and there are 2 big types: 1. technical support for customers (support) as a default issue and 2. Selling information for potential customers (selling), each one follows a diferent workflow (so a different issue type).

Also I set a different email channel for each case: for support (main) and for selling (alias).

So, when a potential customer sends an email to requesting information for our products, servicedesk creates the case keeping the alias ( as a request participant.

To separate those selling cases and prevent them from mixing with technical support cases, I made an automation rule that changes the "customer request type" if the case have as a request participant and it is separated in the respective queue, but the issue type is not changed, it keeps only in "support" then our sells staf has to change manually the issue type (but it is not practical because they have to change more than 100 cases each day)

So I would like to create an automation rule to change the issue type if there is "" on request participant.


Jack Brickey Community Champion Jan 23, 2018

I'm still not quite sure I understand. Do you have a single project or two projects (support, selling)? If not why not is sure seems that they should be different projects. If a single project how do you have two emails feeding it? Maybe this is server and server allows that but didn't think so.

It is only one project, I set two emails and create a rule to separate each type, that is explained in this question:

My doubt is if it is possible to create an automation rule to change the issue type if there are some conditions, f.e. an specific request participant.

Jack Brickey Community Champion Jan 23, 2018

ah yes I recall that discussion. To be honest I think that method might lead to more issues down the road but that isn't based on anything more than a feeling so fell free to toss that comment aside. :-)

you can most certainly change the issue type based upon various conditions. it may require a plugin though.  Unsure if this is one of those situations or not.

Can you take a screenshot of your current automation so I can have a look and offer my thoughts?

Jack Brickey Community Champion Jan 23, 2018

BTW....I really think you should consider two different projects. it would make things much cleaner. Mixing Support issues with Sales issues is unconventional. Again...just an opinion.

The desire to change an issue type is usually indicative of a broken process.  It should really be reserved for genuine "clicked the wrong one" or "I completely misunderstood the type names" cases, and hence something you would normally do manually.

Two projects is a good solution.

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