In Service Desk:
I would like to automate tickets generated via email by certain users to be a certain issue type other than the standard user issue type.
For instance, automatic tickets emailed in by servers with a system email address when something is wrong would be an "Internal" Issue Type.
The automation options in Service desk right now don't have that option. You can set it for Request Type, but not Issue Type.
You are correct that you cannot edit the issue type but can edit the request type using built in Automation. You could do this thru Scriptrunner addon.
However, why not simply have the "Internal" issue type mapped to an "Internal" request type that is associated w/ the system email you mentioned. Then hide the "Internal" request type from the portal? Any request coming in thru the dedicated email channel will come in as "Internal".
I suspect I may be missing some subtleties that would make my suggestion invalid.
I’m a designer on the Jira team. For a long time, I’ve fielded questions from other designers about how they should be using Jira Software with their design team. I’ve also heard feedback from other ...
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