Automation help for existing triggers

I'm currently receiving help desk requests via email, which automatically creates the work item. Previously, I had automations that triggered on specific request types - like onboarding - when I created the items manually.

Now that everything comes in as a "general IT request" via email those automations no longer trigger because they rely on the work item created event.

Any ides on how to adjust the automation to work with this setup? Or examples of how others have handled something similar?

2 answers

1 accepted

1 vote

Answer accepted

Hey @Raoul Kaiser

Is this a follow-up question to https://community.atlassian.com/forums/Jira-Service-Management/Need-help-with-getting-the-correct-automation/qaq-p/3051015?

What exactly are you trying to achieve beyond the work and request type assignment, e.g., which actions do you want to perform? Might branching help here? (See https://support.atlassian.com/cloud-automation/docs/jira-automation-branches/).

Regards,
Thorsten

You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.

Comment

Not a follow up. We are just trying to automate our Service Desk as much as possible. With each request type we have different SOP's we must follow. I made the request types sub tasks follow the SOP's step by step.

You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.

Comment

So you're coming from rules with a 'Work item created' trigger, and now need something for the new scenario where your requests received via email should be processed?

What about changing the trigger to 'Field value changed' with 'Request Type' as 'Fields to monitor for changes* (required)'?