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How to automate issue type when email subject line includes "Staff Change"

Hello,

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?

Thanks. 

2 answers

0 votes
Brant Schroeder Community Leader Aug 23, 2022

@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:

  1. Have users submit requests through the portal.  This way most of your requests will make it to the right issue type from the beginning.
  2. If you can not make that change and are going to be receiving requests via email I would suggest consolidating issue types and using request types.  Request types can be changed in automation. We used to use the same issue type as long as the workflow was not different.
  3. You can always use an app like scriptrunner to make the change and it can be kicked off on the create event.
0 votes
Mark Segall Community Leader Aug 22, 2022

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:

2022-08-22_15-50-26.jpg

Here's the regex I used which is case insensitive:

(?i)(staff change)

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. 

Screenshot 2022-08-23 092858.png

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.

Screenshot 2022-08-23 093251.png

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. 

Mark Segall Community Leader Aug 23, 2022

I'm not familiar with that automation view.  It looks like it may be an older version of automation or another product.

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DEPLOYMENT TYPE
SERVER
VERSION
8.20.11
TAGS

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