Automation for Jira JSM Request Type Groups

[A_ Ethan Vaughan]

Building a new JSM and planning to incorporate Automation for Jira, but corpo hasn't approved yet so I'm building AfJ use cases in theory. 

Question: Can you run Automation rules based on the JSM Request Types' Groups?

[Kian Stack Mumo Systems · Accepted solution]

@A_ Ethan Vaughan

You can do that. It requires the use of the "Advanced Compare" condition. The information is stored in a custom field "customer request type". In the instance I was looking at, that was custom field with ID 12411. The information is stored on the ticket in a way similar to this:

"customfield_12411": {
"requestType": {
"id": "38",
"name": "Request IT Services",
"description": "Request an IT Service that isn't listed on the portal.",
"helpText": "",
"serviceDeskId": "2",
"groupIds": [
"6"
]
}
}
}
}

I cleared some information out to make it a little bit easier to read. You can see that the groups that a request type belongs to are stored as the numerical Id's. To find out which ID corresponds with each group, you can navigate to the portal, select the group you are interested in, and then get the group ID from the URL. Example: "servicedesk/customer/portal/2/group/17" the id of group "Collaboration Requests" is 17. 

Once you've got the ID's you want, you can use the following expression to query for them in an advanced compare condition: 

[A_ Ethan Vaughan]

Perfect. I have a lot of experience with AfJ but never needed this "if" before, so this is great. 

Thanks.

[Simmo]

Hey @A_ Ethan Vaughan

What sort of things would you like to do with the Request Type Groups?

Cheers,

Simeon.

[A_ Ethan Vaughan]

Plan on building an automated triage system.

Using the same request types (software issue, hardware install, etc.) but with different groups (ECC, Ops, etc.) in order to reuse assets and auto-sort tickets coming in to reduce overhead.

[YY Brother]

Hi guys,

If one request type is applied to mutiple request type groups, how can we distinguish which group the customers choose in the portal from automation rule then?

"requestType": {"_expands": ["field"],"id": "27","_links": {"self": "https://clozedemov5.atlassian.net/rest/servicedeskapi/servicedesk/2/requesttype/27"},"name": "Report a system issue","description": "Let us know if something isn't working properly and we'll aim to get it back up and running quickly.","helpText": "","issueTypeId": "10006","serviceDeskId": "2","portalId": "2","groupIds": ["10","8","9","6"],"icon": {"id": "10599","_links": {"iconUrls": {"48x48": "https://clozedemov5.atlassian.net/rest/api/3/universal_avatar/view/type/SD_REQTYPE/avatar/10599?size=large","24x24": "https://clozedemov5.atlassian.net/rest/api/3/universal_avatar/view/type/SD_REQTYPE/avatar/10599?size=small","16x16": "https://clozedemov5.atlassian.net/rest/api/3/universal_avatar/view/type/SD_REQTYPE/avatar/10599?size=xsmall","32x32": "https://clozedemov5.atlassian.net/rest/api/3/universal_avatar/view/type/SD_REQTYPE/avatar/10599?size=medium"}}}},