Uploaded image for project: 'Jira Service Management Data Center'
  1. Jira Service Management Data Center
  2. JSDSERVER-2520

Automation rule using request-channel-type as a condition does not work

XMLWordPrintable

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

      Summary

      When setting up an automation rule using request-channel-type = portal/email as a condition, it does not work.

      Steps to reproduce

      1. Create a Custom Rule automation
      2. WHEN: Issue Created
      3. IF: Issue matches -> Advanced -> request-channel-type = email/portal
      4. THEN: Add comment (key in any text as a comment), Comment Type: Internal/Public
      5. Create a new issue either from Customer Portal or by sending an email

      Expected Result

      Comment is added on the newly created issue

      Actual Result

      No comment is added

          Form Name

            [JSDSERVER-2520] Automation rule using request-channel-type as a condition does not work

            Owen made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2304778 ] New: JAC Bug Workflow v3 [ 3126539 ]
            Status Original: Done [ 10044 ] New: Closed [ 6 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 [ 2059060 ] New: JSD Bug Workflow v5 - TEMP [ 2304778 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2056455 ] New: JSD Bug Workflow v5 [ 2059060 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 [ 1956014 ] New: JSD Bug Workflow v5 - TEMP [ 2056455 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v4 [ 1616009 ] New: JSD Bug Workflow v5 [ 1956014 ]
            jonah (Inactive) made changes -
            Description Original: h3. Summary
            When setting up an automation rule using {{request-channel-type = portal/email}} as a condition, it does not work.

            h3. Steps to reproduce
            # Create a _Custom Rule_ automation
            # _WHEN_: Issue Created
            # _IF_: Issue matches -> Advanced -> {{request-channel-type = email/portal}}
            # _THEN_: Add comment (key in any text as a comment), _Comment Type_: Internal/Public
            # Create a new issue either from _Customer Portal_ or by sending an email

            h3. Expected Result
            Comment is added on the newly created issue

            h3. Actual Result
            No comment is added             		New: {panel:bgColor=#e7f4fa}
              *NOTE:* This bug report is for *JIRA Service Desk Server*. Using *JIRA Service Desk Cloud*? [See the corresponding bug report|http://jira.atlassian.com/browse/JSDCLOUD-2520].
              {panel}

            h3. Summary
            When setting up an automation rule using {{request-channel-type = portal/email}} as a condition, it does not work.

            h3. Steps to reproduce
            # Create a _Custom Rule_ automation
            # _WHEN_: Issue Created
            # _IF_: Issue matches -> Advanced -> {{request-channel-type = email/portal}}
            # _THEN_: Add comment (key in any text as a comment), _Comment Type_: Internal/Public
            # Create a new issue either from _Customer Portal_ or by sending an email

            h3. Expected Result
            Comment is added on the newly created issue

            h3. Actual Result
            No comment is added
            jonah (Inactive) made changes -
            Link New: This issue relates to JSDCLOUD-2520 [ JSDCLOUD-2520 ]
            Confluence Escalation Bot (Inactive) made changes -
            Labels Original: affects-cloud warranty New: affects-cloud affects-server warranty
            Confluence Escalation Bot (Inactive) made changes -
            Labels Original: warranty New: affects-cloud warranty
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v2 [ 1603205 ] New: JSD Bug Workflow v4 [ 1616009 ]

              chuynhminh Chau Huynh Minh (Inactive)
              rsaputra Adven
              Affected customers:
              2 This affects my team
              Watchers:
              9 Start watching this issue

                Created:
                Updated:
                Resolved: