Automatisierungsregeln und request type

[Erman Melunovic]

Warum kann ich hier den Anfragetyp Support nicht auswählen?

In dem Projekt sehe ich folgende Anfragetypen:

[Erman Melunovic]

Now I have created the following, but receiving a warning message.

You have a solution for this?

[Erman Melunovic]

Thank you so much for the quick response.

"create issue with a request type" isn't working now because I can't provide a description and I can't use request participants.

I need something like this, but then 2 Tickets are generated. I need one Ticket with the orange type "Support" and request type "Support" in the same ticket. You have some solutions for this?

Thanks in advance.

kind regards,
Erman

[Joseph Chung Yin]

@Erman Melunovic 

Welcome to the community.  For automation rule, you need to conduct an EDIT ISSUE action to set the Request Type (if I understood your ask correctly).  Take a look at the following links for reference -

https://confluence.atlassian.com/jirakb/automatically-set-customer-request-type-when-issue-is-moved-or-created-via-jira-1026039858.html

https://community.atlassian.com/t5/Jira-Service-Management/Automation-to-create-issue-and-set-Request-type/qaq-p/1905460

Hope this helps.

Best, Joseph Chung Yin

[Trudy Claspill]

Hallo,

Willkommen in der Atlassian-Community.

Sie müssen die Aktion „Problem mit einem Anforderungstyp erstellen“ anstelle der einfachen Aktion „Problem erstellen“ verwenden. Mithilfe der Option „Problem mit einem Anfragetyp erstellen“ können Sie den Anfragetyp festlegen.

---

Hello,

Welcome to the Atlassian community.

You need to use the action "Create Issue with a Request Type" rather than the basic "Create Issue" action. Using the "Create Issue with a Request Type" will allow you to set the Request Type.

Automation rules and request type

Why can't I select the Support request type here?

In the project I see the following request types:

[Trudy Claspill]

Hello @Erman Melunovic 

If you can respond inline to our answers that will help us keep track of how your are responding to our advice and answers we provide to your new questions.

You said:

"create issue with a request type" isn't working now because I can't provide a description and I can't use request participants.

Exactly what is happening that is preventing you from providing a Description and using request participants?

Request Type and Request Participants are relevant only to issues created within Jira Service Management projects. Are you trying to create an issue in a Service Management project or are you trying to create an issue in a Software project?

Regarding the warning message you showed in your later post, that indicates that you are using an action that requires there be an issue in context for the action to be executed against. You have used a Branch. Can you show us the details of that Branch?

You are also using a Scheduled trigger in that version of your rule. Please show us all the details of that trigger configuration.

Can you explain to us in sentences what you are trying to accomplish with your rule?

1. What event should cause the rule to execute?

2. What actions do you want to occur when the rule executes? It appears you want an issue created?

3. In what type of project are you trying to create that issue? Get that information from the "View All Projects" page under the "Projects" menu. Find your project in the list and tell us what it says for that project in the "Type" column. Example:

[Erman Melunovic]

Hello @Trudy Claspill 

yes of course I will reply here - sorry.

I want to create an issue type "Support" like it is shown in my screenshot (orange) because there I can assign a request participant and a description. But in the creation of a issue type a can't assign a request type directly. So I tried to modify the issue type later on with the branch based on the current issue type (Support/orange). But after saving the rule the error occurs.

It is a Jira Service Management Project.

Thanks for your help.

kind regards,
Erman

[Trudy Claspill]

Hello @Erman Melunovic 

There are two actions available for creating issue.

One is named "Create Issue".

The other is named "Create Issue with a request type"

It looks like you are trying to use the first one -:"Create Issue".

To set the Request type in the same action where you are creating the issue you need to use the second action - "Create Issue with a request type".

If you use the second option then you don't need a second rule to modify the created issue later.

[Erman Melunovic]

Hi @Trudy Claspill 

if I use "Create Issue with a request type" I cannot enter request participants.

It looks like this field is not assignable. I can't find it here:

The description is possible and I can choose the field description (Beschreibung). But request participants is not available.

kind regards,

Erman

[Trudy Claspill]

You can update the Request Participants field using the More Options / Advanced Editing with JSON feature available in the Create Issue with a Request Type action configuration. Here is reference material for that.

https://support.atlassian.com/cloud-automation/docs/advanced-field-editing-using-json/#Request-participants

Another option is to edit the issue after you create it, in the same rule. You can use the For Each: Related Issues: Most Recently Create Issue branch option, and an Edit Issue action after that.

[Erman Melunovic]

For the first solution:

How can I add a specific user? What should I enter here:

{
"update": {
"Request participants" : [
{
"add": {
"id":"{{issue.comments.last.author.accountId}}"
}
}
]
}
}

For the second I'am receiving warn message:

[Trudy Claspill]

For the first solution you have to replace this

{{issue.comments.last.author.accountId}}

with the users actual Atlassian Cloud account ID. You can get that by finding the user through the Teams menu search function. When you click on the user there the account ID will be shown in the URL. Example:

https://yourBaseURL/jira/people/62bbbb2222111209f4fcdef71

That assumes the user already has an Atlassian Cloud Account. You can't add them as a Request Participant in the Automation Rule if they don't already have an Atlassian Cloud Account.

For the second implementation in the For Each branch make sure that you choose Most Recently Created Issue, not Current Issue. If you choose Most Recently Created Issue, then the rule should work even with the warning.

[Erman Melunovic]

it is working now - thank you so much!

[Trudy Claspill]

You are welcome!

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