Email Automation Rules

[David Gage]

We receive emails from one of our internal systems to our Service Desk that, by default, come in to the default type (Type: Service Desk)and need to be manually moved to a different type (Type: Incident).

How can I automate the move of these specific emails to the Incident type as they come in?

[David Gage]

So I wasn't successful with this.  It seems to only fail in the "THEN" statements.  Reviewing the logs shows that it failed at:

1. Edit request type: System Alerts and Errors
2. Transition issue: Investigate

The 3rd "THEN" statement works, and the 2nd statement fails because it's requiring the 1st to work.  Since the 1st THEN statement is calling the Request Type: System Alerts and Errors, I wonder if it has something to do with that?  

I can manually move the ticket by going through the "Move" process, so it should work by automation rules.  I've called Atlassian support, and after a lot of back and forth, got them on the phone and the only thing they told me was "Yup!  It doesn't work.  Bye."  

This SHOULD work from the built-in Automation rules.

[David Gage]

Resolved.  I think I was overthinking things on the process or in this case it was easier than my first attempt at creating an automation rule (for a different process).

WHEN: Issue Created

IF: Issue Reported: reporter = "do-not-reply@....com"

THEN: Edit Request Type: System Alerts and Errors

            Transition Issue: Investigate

            Edit Assignee: Me

[David Gage]

Actually, I did't solve the issue.

[David Gage]

I'm more having trouble with the WHEN/IF/THEN  rules.  Specifically the IF.

What is the syntax for the IF.

Sorry, I'm new to Jira Service Desk and the automation is pretty difficult to get.

[Amirul Ikhwan Omar]

This depends on your Request type settings,  to raise issues from email with type: Incident you would need to make sure the request type tied with the correct Issue type Incident.