Service Desk - Automation Doesn't work?

So I put an automation on my service desk project. (Triage requests sent by mail). It is pretty simple but does NOT work. 

When: Issue Created

IF: request-channel-type = email AND reporter = ""

THEN: Change Request Type to a different one.

It is a pretty simple use case. If there is a mail request from another system(old service desk for example) then the request type should be set to a request type like (Old Service Desk Request)

It is a one to one mapping of the request type to an issue type. I don't get why this will not work...


1 answer

I figured it out. The issue type MUST be the same. So you need two request with the same type.


Also if you change the issue type in the issue the request type doesn't get set. Even if there is a one to one mapping....

Sorry but that is quite irritating for users of the system!

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