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Update an issue based on request participants

Edited

Pretty new to jira service desk. 

I'd like to implement automation which updates issue fields  based on the Request participants field. We have alias' configured for our email intake. Example. 

Customers send an email to "HelpWithStuff@domainname.com" which is an alias for our email intake, "Help@domainname.com" All email intake is resulting in the creation of tickets properly. 

On the newly created ticket, the field, Request Participants shows "HelpWithStuff@domainname.com" 

I've attempted creating automation as such; 

  • When issue is created
  • if Request Participants = HelpWithStuff@domainname.com
  • Update Assignee to Sally

This automation does not work. I also do not receive failure notifications that the automation isn't working, it just doesn't work. 

I've also tried a work around of setting automation rules for; 

  • When issue is created
  • if Request Participants = HelpWithStuff@domainname.com
  • Update Components to "HelpWithStuff" component

And we have other automation which detects when a component is updated, to route set the assignee to the component lead. The automatin works fine generally, but won't update the component field based on request participants. 

Any guidance? 

1 answer

Same problem here. Trying to figure this out.

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