How to set Request Type Automatcially based on the selection Operational Catrgorization field values

Jakeer November 12, 2023

Hello Team,

We need to automatically set the Request types based on the Cascading field(Operational Categorization) values.

Suppose Customer selects In the Cascading field as "Invoice-Power" then the Request type and Issue type should automatically set as "Service request".

If Customer selects in the Cascading field as "Invoice-CPD" then the Request type and Issue type should automatically set as "Incident".

Based on the Sub-Category values like (Power, CPD, Tape, Disc etc) in the cascading field we need to set it.

How is it possible? Any suggestions will be helpful.

Thanks,

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Muhammad Moazzam Hassan
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November 12, 2023

Yes, this can be done.

The steps are.

Create Automation Rule on Trigger Issue Created,

Then add condition if else and then JQL Condition then use this query.

"Operational Categorization[Select List (cascading)]" in cascadeOption("Invoice", "Power")

then set the request type to Service Request.

Jakeer November 12, 2023

Hello @Muhammad Moazzam Hassan ,

Thanks for the Answer.

Can you Please provide the automation rule, I have already tried but it is working only for Service Request and not working for the Incident. 

We have the Customer portal name as "Open a Ticket".

When customer selects "Operational Categorization[Select List (cascading)]" in cascadeOption("Invoice", "Power") then the issue type and Request type should be automatically as "Service Request".

If customer selects "Operational Categorization[Select List (cascading)]" in cascadeOption("Invoice", "CPD") then the issue type and Request type should be automatically as "Open a Ticket".

Thanks,

Muhammad Moazzam Hassan
Rising Star
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Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
November 12, 2023

can you share your automation rule so I can check the errors?

Muhammad Moazzam Hassan
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Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
November 12, 2023

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Jakeer November 13, 2023

Hello @Muhammad Moazzam Hassan ,

Thanks, you for the Automation you have shared.

Let me share my automation rule with you.

Thanks,

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