Automation: Update custom field is not working properly

[KLINGER Servicedesk]

Dear community, 

I have an automation rule where one of our supplier can update our ticket via email.

My rule says that if the email contains their ticket id our custom field "External Ticket ID"  shall be updated (email --> variable --> custom field)

In the history of the ticket I can see that the field value has been updated properly. 

Also the log action shows the proper value.

But our custom field is still empty.

Manually I can add the value.

Any ideas?

[KLINGER Servicedesk · Accepted solution]

Could it be that JSM does not differentiate between NULL and empty? so that when a comment does not contain a "ticket ID" it will set the field to None?

[KLINGER Servicedesk · Accepted solution]

[Trudy Claspill · Accepted solution]

Hello @KLINGER Servicedesk 

Please provide the following information.

1. Screen images showing the entire rule.

2. Images showing the details of each step.

3. Images showing all the information available in the audit log entry frin when the rule executed.

[Trudy Claspill]

Please provide images showing the entire rule, and the step where you are trying toset the field.

[KLINGER Servicedesk]

It seems that when an email/comment does not contain a value in the format "{{issue.comments.last.body.match("(V\d{8}\-\d{5})")}}" Jira sets the value to NULL. Very strange. I know this behavior (NULL vs Empty) 10 years ago.

[KLINGER Servicedesk]

The solution is that I have to adjust my automation rule in the way that my field "External Ticket ID" shall be updated only in the case if there is a value!

[KLINGER Servicedesk]

Jira should work like this: If you can´t find a value for a variable, do NOTHING and do not erase the field.