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  1. Jira Service Management Data Center
  2. JSDSERVER-3852

The ability to change request type via automation rules is not working

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Details

    • Bug
    • Resolution: Unresolved
    • Low
    • None
    • 3.1.4, 3.1.7
    • Automation

    Description

      Summary

      Admin sets an automation rule to change a request type when a condition is met. However, the request type doesn't change.

      Steps to Reproduce

      1. Create an automation Rule as such:
        WHEN: Issue is created
        IF: Issue Matches summary ~ mytest AND request-channel-type = email
        THEN: Edit request type Eg: 'Fix an account problem'
      2. Create an issue via email (Eg: For request type 'Get IT help') with the text mytest in the summary

      Expected Results

      Issue is created and the request type should be 'Fix an account problem'

      Actual Results

      The issue is created but the request type is 'Get IT help'

      Notes

      • This works when creating in the customer portal. Therefore it seems like a regression from the following issue: https://jira.atlassian.com/browse/JSD-2520
      • Test in scenarios where request types(initial and edited) are mapped to the same Issue Type and different request types. This did not seem to matter and the issue was created without the request type being changed

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              Unassigned Unassigned
              mriza Mohamed Riza (Inactive)
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              Dates

                Created:
                Updated:

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