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Automation - Scheduled Ticket and Set Request Type

Is it possible to create a JSM automation to,

1. Create a ticket on a set schedule

2. Set the request type of the ticket at creation

 

I am trying to setup this behavior using the automation system, but when I try to add the "Request Type" field to the ticket I'm given this error,

Capture.PNG

I then add "Edit request type" as an additional step to the automation, to set the Request type, but this results in needing to change the "When: Scheduled" step.

Capture2.PNG

What JQL do I need to write for this basic action? Ultimately I'm just wanting to create a re-occurring ticket with a specific Request Type.

1 answer

Hi @Ben White,

Just as a means to get you going; you could create a second automation rule that listens to the issue created event as a trigger and set the request type if it is not filled out yet. So, basically:

  • Trigger: issue created 
  • Optional extra conditions: issuetype = (your issue type), Request type EMPTY
  • Action: Edit Request Type

Hope this helps!

Thank you for the idea! I took a shot at putting it in place, and while I believe everything looks right for the automation to run it isn't making changes to new Tasks being created.

JSM - Automation - Set Request Type.PNG

I feel like I must be missing something obvious here 🤔

Hi @Ben White,

The most obvious reason why this may fail, is that the request type you are trying to set is not associated with the Task issue type you defined before. In short, there must be a Request Type Form defined in your JSM project that is linked to the issuetype Task.

You can check the Audit log of your automation rule and see what errors may have occurred during execution. If the cause is what I described above, you should see something like this in the logs:

Screenshot 2021-11-02 at 12.00.31.pngTo solve that, navigate to Project Settings / Request Types, create a request type and link it to issue type Task. Then, update your automation rule to set that specific issue type upon creation of a task. 

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