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Our HR dept. submits tickets to our service desk via email that should be assigned an issue type of Service Request. These emails will always have Staff Change in the subject line.
How can project automation be used to set the issue type to be a Service Request based on the subject line criteria?
@LeeJay Dillon Looks like you are on server.
Automation is more limited than in the cloud product. You will not be able to use automation to move an issue to a new issue type. You can change request types. I would suggest one of the following options:
Hi @LeeJay Dillon - Assuming your Service Request issue type has the same workflow as other issues generated by email, you can use something like this:
Here's the regex I used which is case insensitive:
If you're changing to an issue type that uses a different workflow, automation will fail.
Hello @Mark Segall
My automation looks different than what is in your screencap. I was able to find the correct syntax to find the correct issue summary but when I get to the THEN statement I'm unable to find the correct field to change the issue type to a Service Request.
See attached screencap of my automation.
When I click the Add action button the only options I'm able to add are shown in the dropdown above. If I select Edit Issue I'm not able to find the Issue Type field in the next dropdown.
If I select Edit issue I see the following drop down menu but I don't see a field that would allow me to change the Issue type.
Is there any other configuration I need to do in order to have the Issue type available in this drop down menu?
Thanks for your assistance.
I'm not familiar with that automation view. It looks like it may be an older version of automation or another product.