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  1. Jira Service Management Data Center
  2. JSDSERVER-2520

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

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      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

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

            kevinbitbutket added a comment -

            I can see the status of this ticket is Closed.

            but has there been fix patches or any new updates for this bug?

            I am using JSD 4.5.1 and I'm having the same problem.

            The automation rule just fails when it hits the 'Request-channel-type = email". can anyone help?

            kevinbitbutket added a comment - I can see the status of this ticket is Closed. but has there been fix patches or any new updates for this bug? I am using JSD 4.5.1 and I'm having the same problem. The automation rule just fails when it hits the 'Request-channel-type = email". can anyone help?

            Vikki Short added a comment -

            We are using on-premise Service Desk 2.5.4 and this is not working. I see a fix has been released for 3.1.0-OD-12 (which I believe is the on demand instance). Has a fix been applied to a later version of the on-premise instance? If not, when is this expected?

            Vikki Short added a comment - We are using on-premise Service Desk 2.5.4 and this is not working. I see a fix has been released for 3.1.0-OD-12 (which I believe is the on demand instance). Has a fix been applied to a later version of the on-premise instance? If not, when is this expected?

            Chau Huynh Minh (Inactive) added a comment -

            Hi,

            Thank you for the suggestion, which is an awesome validation of work on enabling Automation on request-channel-type = portal/email. The enhancement were made to a couple of platform / component and might take some time to go through the release pipeline. Please continue watching this ticket for the latest status.

            Thanks.

            Chau Huynh Minh (Inactive) added a comment - Hi, Thank you for the suggestion, which is an awesome validation of work on enabling Automation on request-channel-type = portal/email . The enhancement were made to a couple of platform / component and might take some time to go through the release pipeline. Please continue watching this ticket for the latest status. Thanks.

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

                Created:
                Updated:
                Resolved: