Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Deleted user
0 / 0 points
badges earned

Your Points Tracker
  • Global
  • Feed

Badge for your thoughts?

You're enrolled in our new beta rewards program. Join our group to get the inside scoop and share your feedback.

Join group
Give the gift of kudos
You have 0 kudos available to give
Who do you want to recognize?
Why do you want to recognize them?
Great job appreciating your peers!
Check back soon to give more kudos.

Past Kudos Given
No kudos given
You haven't given any kudos yet. Share the love above and you'll see it here.

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Why can't we change the Request Type value through automation in JSM?


1. When a customer creates a ticket in JSM through e-mail, the Request Type field is not populated.

2. JSM documentation shows that we can set the value for Request Type based on the issue type via Automation but the automation process is not allowing the field to be editable. 

3. I knew we can go and edit the Request Type field via Issue Edit screen but why do I need to edit every ticket when there is a process called 'Automation'?

4. I should be able transition the issue automatically to another status by setting up the correct Request Type and move the ticket to the right queue. 

Any JSM masters or Atlassian product support can help to answer the question. 

Any answer that suggests to buy another add on may not be an acceptable answer!Screen Shot 2021-03-10 at 8.39.53 AM.png

2 answers

0 votes
Jack Community Leader Mar 10, 2021

1) actually there is a RT associated with the email request but it is a singular value

2) you must change the issue type before you can change RT as the RTs are associated with the issuetype. You likely will need to include a refresh action after the issuetype change. 

let me know if you get further or not. I have not implemented this specific use case. 

Jack, Tried the automation to change the issuetype, but not available in Cloud version. I would prefer direct approach in this case and opening a ticket with Atlassian. It is not just on the process of creating ticket via e-mail, it also has the same issue when the ticket was created through MS Teams.

0 votes
nmenere Atlassian Team Mar 15, 2021

Hi Guhan,

Unfortunately we are actively trying to close the gap from the previous automation engine to the new/current one. One of those gaps is being able to set/edit the Request Type.

We are currently tracking this at:

Nick Menere
Automation Group Product Manager

Suggest an answer

Log in or Sign up to answer
Site Admin
Community showcase
Published in Jira Service Management

ThinkTilt is joining the Atlassian Family!

This morning, Atlassian announced the acquisition of ThinkTilt , the maker of ProForma, a no-code/low code form builder with 700+ customers worldwide. ThinkTilt helps IT empower any team in their or...

472 views 20 24
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you