How to assign a created work item automatically based on the request type

[claudia_hempel-delibasic]

Hi, I do have a team managed Jira Service Management project and wanted to make an automation rule which assigns a created work item to a specific user, based on the request type.

But the rule is not run successfully, I always receive the info that "the work item did not match the condition"

The work item was created via the portal, using a specific request type. 

I got an information that maybe the request types need to be based on a work item type to make it work, but I couldn't find an option to do it.

Could it be, that in team managed projects, this is not possible?

[Trudy Claspill · Accepted solution]

Hello,

I discovered that with a Team Managed Service Management project you need to use Issue Type rather than Request Type.

In Company Managed Service Management project the items have both "issue type" and "request type", and the latter are associated to the former.

In Team Managed JSM projects when you are in Project Settings they show only "Request Types" and there is no requirement for both Request Types and Issue Types, as in CM JSM projects.

However it is a fundamental requirement of Jira that all work items have a value for "issue type".

I used the information here to output all the fields associated with a TM JSM issue. I found that the "request type" value was stored in the field named "issuetype"

[Valerie Knapp]

Thanks for this @Trudy Claspill . It would be useful, however, if this was reflected in the documentation, what limitations there are for team-managed automations. I am going to try to ask in our slack if anyone in Atlassian can help with this.

[claudia_hempel-delibasic]

Hi @Trudy Claspill , you are my hero :-) with your proposal to use the issue type, it worked!!! Thank you very much!!

Best wishes,

Claudia

[Jack Brickey]

Yes! The terminology differences between project types drives me crazy! 😣 

[Lukas Nicolai_Seibert]

Hi @claudia_hempel-delibasic ☺️, if a Marketplace app is an option for you, you can also automate this with Templating.app.

• You can easily create a template to automatically assign a specific person to a work item based on a specific field.

✍️ Here we show this using a bug template:

https://docs.templating.app/description-templates/

➡️ Find us on the Atlassian Marketplace:

https://marketplace.atlassian.com/apps/1224664 

Best wishes

Lukas

[Colton.Kosicek]

I would suggest to go into your admin panel for work type field. Check the spacing on the items. Sometimes silly spaces are added at the end of an option and Atlassian doesn't trim them off automatically. - try that

[Julia Watson-Clarke]

Hi Claudia,

You say you're using a Team Managed project. Is the automation ule set up in your Jira Service Management project or your Team Managed project?

Some automation rules may not be compatible with the project you're using. Request Type is related to JSM. So I think you need the rule set up in JSM and to configure it to assign users in other projects using a branched rule.

Let me know which project the rule sits in and I'll see if I can explain further.

Thanks,

Julia.

[claudia_hempel-delibasic]

Hi @Julia Watson-Clarke , thanks for your reply! I created the automation directly in my Jira service Manamgent project "Marketing TEST". For the creation of the project I used the template Service Management - Marketing service management.

[Valerie Knapp]

Hi @claudia_hempel-delibasic , welcome to the Atlassian Community and thanks for your post.

Have you tried with just one Request type?

Have you tried just with the trigger of work item creation to assign something to the user? This would be test of whether there is something in the condition that the automation doesn't like.

I don't see why this shouldn't work but if you can try these other tests and share your feedback, we can try to offer other suggestions.

Best wishes

[claudia_hempel-delibasic]

Hi @Valerie Knapp , thanks for your answer.

I updated the rule and only added one request type:

But I received the same error message in the audit log:

And then I tried to remove the condition regarding the request type, and then the automation did work and automatically assigned the ticket. 

So it seems that it really has something to do with the request type, but I don't know what is wrong there?

[Valerie Knapp]

Hi  @claudia_hempel-delibasic , I was searching in the documentation if there are any exceptions for team-managed projects and this is all I can find - https://support.atlassian.com/jira-service-management-cloud/docs/how-do-when-if-and-then-statements-work-for-automation/ 

Can you test / try please, instead of the 'request type' condition, to use the JQL condition? I wonder if the automation rule doesn't find the 'request types' as they are a configuration specific to the team-managed project / not available / visible in the wider Jira instance.

If we need to call in reinforcements, there are other Community Champions I can mention in this post, but please can you try this first?

Cheers

[claudia_hempel-delibasic]

Hi @Valerie Knapp , I tried it with the JQL, but unfortunately it didn't work. But I'm not sure if I used the correct JQL -> 

"Request Type" IN ("Sonstiges")

This message I did get in the audit log.