Need help with getting the correct automation.

[Raoul Kaiser]

I have work items currently coming in automatically through email. But they are coming in as issue type - Software issue and request type of investigate problem.

I tried to create an automation to say:

If work item is created and the issue type is software then then change to service request and change the request type to the one I want.

I keep getting errors saying request type couldn't be edited because the chosen request type isn't based on this work type.

When I created the email it will not let me select the request type I want.

Any ideas.

[Thorsten Letschert _Decadis AG_ · Accepted solution]

Hey @Raoul Kaiser ,

Could your problem relate to the mandatory fields you use for your request type? 

A suitable request type for receiving email requests must have both Summary and Description fields visible, and any other visible fields must be optional.

See https://support.atlassian.com/jira-service-management-cloud/docs/choose-suitable-request-type-for-connected-email-accounts/ for additional context.

If a fix in that manner is not suitable for you and you'd like to stick to the automation way, you'll probably have to try something like what's described here, since there's no actual 'Move item' action available yet: https://community.atlassian.com/forums/Jira-Service-Management/Changing-the-Issue-Type-amp-Request-Type-of-a-request/qaq-p/2380503 

This workaround includes

• updating the work type first
• refetching issue data
• updating to a compatible request type

within a single rule. 

Regards,
Thorsten

[Raoul Kaiser]

So what I found was that I had to many required fields on the email. I can only have summary and description. 

I updated my generic service request type to just have those fields required. Now it comes in under the correct work type and I can easily change the request type to the appropriate.

[Joseph Chung Yin]

@Raoul Kaiser 

I agreed with Thorsten's suggestion especially the part on the automation actions setup.  The question you should also review is how did you setup the create request via email for your env.  You may need to change the setup...

Take a look at the following references for your information -

https://support.atlassian.com/jira-service-management-cloud/docs/how-do-customers-send-requests-to-your-service-project/#Send-email-requests-to-your-service-project

https://support.atlassian.com/jira-service-management-cloud/docs/receive-requests-from-an-email-address/

Hope this also helps.

Best, Joseph Chung Yin