Automatically change issue type from "support" to "task" based on email "reporter"

[Tamila Feldman]

Hi all, I am trying to make a rule that will automatically change the issue type based on email, so all of the issues that come from one particular email will be automatically become "task" instead of "support"

I tried, but it reports errors

[Esteban Diaz]

Hi @Tamila Feldman , 

If you want to change the issue type you need to have in mind that issue types are linked to workflows ....  and the request types defined in your JSM project like the email request, is linked to a fixed issue type and this issue type is linked to a fixed workflow.

I don't know the errors detail that you are getting ...  but please check if both used workflows for emails and tasks had the same statuses ....

Does it make sense?

Cheers, 

Esteban Diaz
https://www.linkedin.com/in/estebandiaz/ 

[Tamila Feldman]

Hi Esteban,

Thanks for the reply. You're correct; I've noticed that Support issues follow a different workflow compared to Task issues.

In the meantime, I've realized that manually changing the issue type from Support to Task is quite straightforward. What would be your recommendation in this case?

My initial thought was to categorize all product auto-emails that comes to support as tasks and all user requests (emails) as support issues. This way, we can eventually establish different Service Level Agreements (SLAs) for each issue type.