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Is there a smart value for the channel used to raise a request?

I would like to use a smart value to find out whether a request was raised through the customer portal, through JIRA, or via mail. Is there a smart value for this, or some other way of doing this? I want to use this information in automated mails sent by Automation for JIRA.





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Jack Community Leader Dec 10, 2020

I checked the documentation and did not find any reference to the Channel. However, you might be able to achieve your goal by using the Request type smart value if your request type for email is unique and not shared with the portal. That is what I do today.

Thanks Jack. We use "Technical Support" as the request type for issues raised via Email; and we use the same request type for issues raised via JIRA. So, for us, this unfortunately won't do the trick.

Jack Community Leader Jan 14, 2021

consider using JQL in your condition - request-channel-type = email. You have the following channel types: annonymousportal, api, email, jira, portal. You could use an If/Else condition block.

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