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

[Jakeer]

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,

[Muhammad Moazzam Hassan · Accepted solution]

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]

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]

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

[Muhammad Moazzam Hassan]

[Jakeer]

Hello @Muhammad Moazzam Hassan ,

Thanks, you for the Automation you have shared.

Let me share my automation rule with you.

Thanks,