What values are you basing your automation on? Your client will send in an email, with a certain phrase in a field or a value in a custom field and based on that you want to set the Component / Priority.. correct?
Then you base your Queue on Component?
If you can shed some light on your process for me, then I can hopefully be of help to you in resolving this matter.
Basically I want the below to happen.
The client send an email reporting that they have an issue
Jira received this and sends the client an email back - which is working so far
I then want the email request type to change from get help to report an issue from what the email body states i.e issue, urgent, priority...
This is still just coming through as get help not changing the request type to report an issue
Does this make sense
It certainly makes sense. I wonder however, if the e-mail that is being send to your JIRA leaves a value somewhere. The Jira Service Desk autoamtion cannot act on the fact that an E-mail has been send out by JIRA.. but it can act on parameters in the ticket. So if a parameter was added to your ticket on the moment that you receive the email.. or send the email.. then you could use that parameter to automatically transition the request type.
Do you think it is possible to execute that?
I would love to execute this but i have no idea how to do this. Can you help.
Below is an example of the email i have sent wanting that to change the request type from get help to report an issue nothing changed
Out app is down and we need this up and running asap.
This is causing big impact and needs this looking at immediately
Alright, I understand. When / how is your e-mail being send? Is that done through a transition? Because if so, then I believe it is better to change the request type when the transition occurs. Do you only have Jira Service Desk automation, or also Automation for Jira?
Alright; So the E-mail that you are sending back is purely the notification that Jira Service Desk sends out?
We need something for the Automation to act on. So what does the E-mail that your customer send contain / do.
You could set the Request Type based on Issue Type, or Summary/Description of the E-mail if it has a constant element. But if the E-mail fills in certain fields you could also base it on that.
Ahah! Well, now we do have something that we can use in automation. You say that the e-mail contains the sentence ''i have an issue please help'' correct?
We can do this in JIRA Service Desk Automation or in Automation for JIRA by Codebarrel. Your choice :-). I created an example in Jira Service Desk automation for you.. however;
So, when created.. based on the text "i have an issue please help" in either the summary or description.. it will change the requesty type.
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