Use Request Types in JSM Cloud Automation with Language Support

Summary

Add multiple languages to your service project to meet customer preferences, but Automation rules may fail if based on translated Request types.

Solution

Work item field condition and Request type

When you use the Work item field condition > Request Type, the rule compares the values as text fields.

Instead of the built-in function, you can use Smart Values to compare Request type IDs.

Find the Request ID for a request

1. Navigate to your Jira Service Management Portal settings > Request management > Request type.

2. Click to open a request type. 

3. In the URL, you should see a number between the request-type and the request-form.

4. That number is your Request type ID.

Example This is the URL for the Get IT Help within the CCHAR project: https://<your instance>.atlassian.net/jira/servicedesk/projects/CCHAR/settings/request-types/category/service-requests/request-type/278/request-form The request ID for Get IT Help is 278.

Update the Automation Rule

Remove the Work item Field Condition and add {{smart values}} condition.

Add the following smart value in the first field:

Use the equal condition.

Add the Request type ID we learnt in the previous step in the second field. 

To match more than one Request Type, use the following format

Add the following smart value in the first field.

Use the contains regular expression condition.

Add the Request type IDs separated by | under the Regular expression field.