How to change specific customer Issue type?

We have all our tickets coming via email as Service Requests. Is there a way to change the Issue Type for just one customer? So when that specific customer emails us, it automatically becomes a Task rather than Service Request.

I tried creating a rule under Automation, but I can't figure out how to change the Issue Type.

1 answer

0 vote

Hi Sid,

You may need an add-on such as ScriptRunner to change fields in this manner.  Take a look at the below links for more information and some examples.  The examples may not be for that particular function, however, the core of what you're trying to accomplish and what they're demonstrating should be the same:

Automate issue type based on reporter via request-channel-type = email

 

Cheers,

Branden

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