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Can the Automation plugin change the Issue Type for incoming emails?

We are limited in how we organize our Jira because we are not able to change the Issue Type with an automation rule.  Thus we are changing the request type, but that is limiting. 

We receive emails from both systems and customers and want to be able to distinguish the two, system generated being an Alert and customer generated being a Service Request.  Because we are only able to change the Request Type via automation rule all are set to Alerts, which is confusing.  Hence I am trying to understand if the Automation plug in has more power than the Jira automation logic, or if it just makes it easier to set up automation.

Thanks in advance,


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ting Atlassian Team May 16, 2018

Looks like updating the issue type is not available on the automation rules in JIRA Service Desk.

As an alternative option, you can try this free add-on which possible to update the issue type:
Automation Lite for Jira Cloud


You can find the difference between paid version and free version here:

Thanks for your response.  I am aware of the Automation plug in and am really trying to understand if the plug in is more powerful than the Jira Automation, or does it just make it easier to set up automation rules. 

ting Atlassian Team May 17, 2018

The plugin allows more customization compared to the default automation. Example, you can edit any custom field at the 'Advanced' area:

This needs some exploration of Rest API.

Alternative, the automation can also apply to all project types like Software projects.

If a Atlasssian Team member admits that there's a better plugin for automation than there's, why not just update the JSD one to include the changing of issue types...

Like Reyna Johnson likes this

The plugin "Automation Lite for Jira" can also do this and is for free :)

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