Request type is not changed even for same workflow beneath

[Bernd Gurn]

I have an automation rule that checks for some keywords in a request that comes in by email. If the keywords are right the issue type and the request type are changed (from service request to incident). Both issue types use the same workflow. Changing the issue type works but changing the request type not and leads to an error in the agents issue view (customer gets the ticket displayed with old request type). This worked for us when we had JSM in the Data Center version running. We got the warning in the automation rule but could ignore that. In JSM cloud it doesn´t work. Why?

I tried to change the order (first change of issue type , than request type) and also the other way round but no differences.

When the ticket is created we can just easily change the request type manually without any error messages.

So what to do?

(the referred bug is closed and is related to doing this by API , not by automation rule)

[Ryan Bullock]

Hi @Bernd Gurn I believe you need to put in a re-fetch issue data action after the change issue type step. It is likely looking at request types for the original issue type at the next step and can't match what you are trying to update to.

[Bernd Gurn]

Ok, i put that re-fetching step in and now wait for the first ticket to come in.

Thanks in advance.