Problem Definition

Due to the fact that the IF clause in the Service Desk automation rules has a "Comment contains" option, it would be beneficial to be able to change the value of a field based on the comment contents
Changing field values through the THEN clause currently is not possible.

Suggested Solution

The option to change field values in the THEN clause should not be exclusive to the "Comment contains" IF option, the below just serves as an example.
If the automation rule contains a certain string, say "priority=x", the THEN clause should have to option change the value of the priority field.
This would allow for customers to set the priority of their requests through comments or email, which currently is not possible.
A feature request exists here which has been indicated to not getting implemented, though the method in that request is limited to the priority field, whereas this feature request could cover other (custom) fields as well.