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Automation Rules for Custom Request Type


We created a new change request type to fit our needs in managing changes.

We would like to trigger a new Change Request ticket through email automation but we are facing an issue that our customized request type is not showing when we go to "configure email request types".

Seeing that this is the case, we tried to use the automation action "Edit request type" but the fields that we need to populate from the custom request type, do not show in the wizard, only the ones from the original request type.

Is there a way to set that the custom request type will be a 1st class citizen and be used in the automation with its own fields?




1 answer

Hi @Sagy Langer 

To use the email channel, you need to have at least one request type in your project with visible Summary and Description fields only (all other fields are not required).

Thus, please check your Request Type configuration and make sure in the Request Form tab, only Summary and Description is set to "Required".

For more information, refer to

I hope the above answer helps!



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