Automation help

[Troy Edmonds]

I need to direct emailed requests to the portal project and need some help

I need it to create a service request  and add the right component  based on the summary text

and base it on the email address of the requesters

So at this point, I'm stuck 

I want to create this automation 

When an issue is created

       if the email address = example: fake email @Fake.com

       then check for  this in the summary field  "Lead Type: Service"

Then Create New 

       System Service request 

        in this project 

and have the issue add the right component to direct the request properly 

based on "Lead Type: Service"

[JD]

Hi @Troy Edmonds 

I'll see if I can point you in the right direction, I must admit I'm not an expert in Jira Service Management. 

I think you're very close with what you have. You're just missing the "Issue field condition":

I've added an issue field condition to check the request type is an email request. This prevents the automation running for other request types.

In your if else condition I've added the issue field condition to check if the summary contains "Lead Type: Service". Let me know if I've misunderstood that - but it sounds like you wanted to check the summary field for the lead type?

If you're creating a new issue use the create issue action and set the component. You can also use the edit issue action if you want to set the component on the original request.

Let me know if that helps!

Thanks,

John

[Troy Edmonds]

It works but causes the request to fire a duplicate into the portal email 

it might be a loop in the requested email or Portal email address is there a way to stop the auto-reply to customers in automation? since our chat service is not our company they can't give the customer the request number anyway?

turning off the customer notifications for the chat email only

[Troy Edmonds]

Thank you,  that works now, but how can I stop the automatic replies from Jira from the automation request creation without affecting the other normal requests?

[Troy Edmonds]

when I sent the test it created a duplicate from the auto-response email with the same summary 

[Troy Edmonds]

Oh and I have these to look for in the summary tab as well

Lead Type: Other

Lead Type: Sales

Via Exit Popup  " Lead Type: Other"

Via Exit Popup   "Lead Type: Sales"