Hello Server Customers,

Good news - We have improved the Edit Field in Automation and made it more powerful. We have extended the list of fields you can edit to include Jira Custom fields.

To find out more about this feature, check out our documentation here:

https://confluence.atlassian.com/servicedesk/jira-service-desk-4-2-x-release-notes-967877779.html

On behalf of JSD team, I want to thank you all for contributing to this ticket. Your comments, feedback and interviews have helped shape this feature.

Ritesh Ranjan
Product Manager, Jira Service Desk

Check out our free app which enables you to do this (Server only) - https://marketplace.atlassian.com/apps/1219584/edit-field-automation-for-jsd

Depending on the priority and the component of the issue I would like to set a custom field which then can be used for selecting the right SLA. The only work-around so far is to create a post function. But since the automation rules exist, it would be much easier to use them instead of a script.

Another use case. Allow an agent to take ownership of a ticket by responding to an email with specific text in the comment ie. replying with to an email with the string "I am taking ownership" will change the assignee to the sender of the email.

We need this feature to prioritize alerts sent in to JIRA by our monitoring system (via email). Right now, we do it by checking the reporter (monitoring system) and then applying a request type. This is a problem because we can't hide request types for certain groups ( a la JSD-3665). We need to be able to set the priority of the issue rather than be limited by the current selections.