Automation request participant

[Kevin Vancrutsen]

Hello,

I am unable to get the automation rule to work. Could you please help me find a solution?
Here is a summary:
When a ticket is created, I want to check for the presence of an account/email address in the ‘Request participant’ field ‘test#xxx.com’. If the address is present, then add 3 other people to the ‘Request participant’ field.

[Bill Sheboy]

Hi @Kevin Vancrutsen 

What does not work as you expected?  And, please post an image of the audit log details showing the rule execution.

Until we see those...

When using the Work Item Created trigger, I recommend always adding the Re-fetch Work Item Data action immediately after the trigger and before other rule steps.

There is a known timing problem with this trigger and the rule may not have the work item data fast enough when the rule starts.  This can cause errors and incorrect condition results.  Adding the re-fetch will slow the rule slightly, reloading the data before the steps proceed.

Kind regards,
Bill

[Kevin Vancrutsen]

Hello,
Despite the rule being active, I created a test ticket with the address copied from an email sent to the automatic ticket creation box. The email is present in “Requests participants,” but the rule determines that it does not need to be processed because it does not meet the conditions.

Is there something I missed in the flow conditions?

[Bill Sheboy]

Thank you for that image, @Kevin Vancrutsen as it confirms the condition was not met.

Please try adding the re-fetch action I described after the trigger and re-test your rule.

[Josh Drake]

@Kevin Vancrutsen I have recently learned about the behavior of the request participant field, and wanted to offer some help.

To begin, when a request is made, the actor will populate the Reporter field. request participant is more so a field for additional external actors. 

it would be helpful to add the action: "log action" before your condition, so we can see what value is in the field "request participant."

1.  To find the id for this field, select the brackets in the textbox of log action, and type request participant. In my instance, it is customfield_10033. Then, enter: {{issue.customfield_xxxxx.emailAddress}}. this should return the email of any request participant, but I suspect in your case it will return empty.
2. The following condition mimics the one you provided, but with smart values. 

As Bill said, start by re-fetching work item data.

Then, check the Reporter field for your desired user.

Then, edit work item field "request participant" and add your specified users.
*the standard way of doing this will overwrite existing participants, so I included the proper JSON to add them. You will need to obtain the account IDs, which I linked a guide about below.* 

{
"update": {
"Request participants": [
{
"add": {
"accountId": "ACCOUNT_ID_1"
}
},
{
"add": {
"accountId": "ACCOUNT_ID_2"
}
},
{
"add": {
"accountId": "ACCOUNT_ID_3"
}
}
]
}
}

how to find an account ID 

[Bill Sheboy]

Hi @Josh Drake 

Thanks for jumping in with the suggestion!  One adjustment to what you show:

When using the Edit Work Item action (or a create), a specific field (e.g., Request Participant) may only be selected from the dropdown list or used in an advanced edit with JSON, but not both in the same action.  Please remove the field from the dropdown selections for your example.  Thanks!

Kind regards,
Bill

[Josh Drake]

lol good call, I combined both so I didn't have to upload another screenshot :)