Trace the source of request generation in Jira Service Management

Summary

Users can check the source of issue creation in Jira Service Management using Jira Automation.

Solution

Use the "request.channel.type" smart value

To achieve this requirement we can use this smart value with Jira Automation: {{properties."request.channel.type".value}}

This smart value retrieves the channel type from which the request was made, helping users identify how the issue was created.

Create an automation rule with the smart value

Let's create an example Automation rule using this value. The rule will update the Assignee to the user "User XYZ" if the source of issue creation is "anonymousportal."

• Rule Trigger: Issue Created

  • Condition: {{smart values}} condition:

    • First value: {{properties."request.channel.type".value}}

    • Condition: equals

    • Second value: anonymousportal

  • Action: Assign issue

    • Assign the issue to: Specify user

    • Select a user: "User XYZ"