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Automated Transition Issue Type from SR to Incident

hi,
I want to use automation for Jira for doing automation on email send to SD.
By default I have that when email is send to SD then Service Request is created. But e.g. when the email subject has some word (WARNING) I want to change issue type to Incident, change Priority etc.
I have success with changing the issue type to Incident, but there is left status from Service Request (Waiting for support), SLA is not updated and I am not able to start working on ticket and resolve it (missing buttons). This is probably due to bad mappings, but I am not able to do it automatically.
I tried automation Transition the issue - Destination status - Open or specific transition but this doesn't work.
Is there any way how to do it?
I am Jira admin.

In Audit Log:
Transition issue
No transitions found for user. Ensure that the rule actor has permission (including issue security levels) to see issue and perform transitions.

BR
Ladislav

 

Aut_inc_rule.pngautom_inc.png

1 answer

0 votes
Alex Koxaras Community Leader Sep 27, 2021

Hey @Ladislav Esterka 

Did you solve this problem you had, or you need further assistance? If yes, we can see it together. Let me know!

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