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  1. Jira Service Management Cloud
  2. JSDCLOUD-2015

Automation to edit issue fields using defined values

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      NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.

      I would love to see an automation "THEN" function that allows specific fields to be edited as part of the automation process. Our customer workflow involves specific agents being assigned to specific customers. One example of how this feature would help would be if we could establish a rule that says "Upon creation, if reporter = customerXYZ, then edit "Agent" custom field to = "John Doe".

            [JSDCLOUD-2015] Automation to edit issue fields using defined values

            Amaresh Ray (Inactive) added a comment - - edited

            Hi everyone,

            I just wanted to confirm that this capability now exists in JSD Cloud. Please let us know if you have any feedback or additional use cases that aren't possible with the existing functionality.

            Amaresh Ray

            Product Manager, JSD

            Amaresh Ray (Inactive) added a comment - - edited Hi everyone, I just wanted to confirm that this capability now exists in JSD Cloud. Please let us know if you have any feedback or additional use cases that aren't possible with the existing functionality. Amaresh Ray Product Manager, JSD

            Andrew Laden added a comment -

            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.

            Andrew Laden added a comment - 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.

            Roger Birong added a comment -

            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.

            Roger Birong added a comment - 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.

              aray2@atlassian.com Amaresh Ray (Inactive)
              fbdfaea22dc7 Danny Coleman
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