Automation not working

Can someone help me please...


I am trying to automate the email's coming in from clients into different queues and priorities.


I have set a rule and saved this but nothing is working. 


2 answers

1 vote
Jeremy Atlassian Community Champion Nov 16, 2017

Dear Stacey,

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.

Friendly Regards,

Jeremy Mooiman

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

Jeremy Atlassian Community Champion Nov 16, 2017

Dear Stacey,

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?

Friendly Regards,


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 

Jeremy Atlassian Community Champion Nov 16, 2017

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?

the email is being sent from the customer's own mail box and we are receiving the request into the service desk queue for service requests.


I am just using the trail at the moment.



Jeremy Atlassian Community Champion Nov 17, 2017

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.

Friendly Regards,


The email that my customer will send will report an issue. 


The emails are always coming in under get help and i want them to be report an issue based on the email stating i have an issue please help.... Im not sure if you miss understanding me.



Jeremy Atlassian Community Champion Nov 20, 2017

Dear Stacey,

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;

Screenshot from 2017-11-20 09-55-39.png

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.

Friendly Regards,


0 votes
Jack Brickey Community Champion Nov 16, 2017

@stacey armstrong, is this question a duplicate of this one or are there different details?

It is the same question however I'm unable to resolve using your knowledge base

Jack Brickey Community Champion Nov 16, 2017

Understood but there is good info/Progress that exists there and would suggest we continue the effort to closure in the original ticket.

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