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Want to create a rule that will edit a custom field only when an incident is created via email


Hello everyone. 

I created a custom field labeled contact type and want to create an automation rule to set that field to email each time someone sends in an email to our instance. Is that possible? Thanks,

1 answer

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Answer accepted
Fabian Lim Community Leader Jun 07, 2022

Hi @AJ Greiner

Yes you can. Use a jql condition and use the following info to help you differentiate between the channels:


So I can use a jql condition in my automation? I am new to all of this and learning as I build. 



Got it to work thank you for your help. 

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