JSM Automation doesn't assign ticket

[claudia_hempel-delibasic]

I do have a JSM team managed project and made an automation so that when a work item is created and it equals a specific request type, it should be assigned to a specifc user.

But it stays unassigned and in the audit log I get the message that the work item did not match the condition.

Here is the automation rule and the conditions to it:

The Ticket I created was from the Request type "Grafik Anfrage allgemein", so I don't know, why the item didn't match the condition.

What I noticed is that the request type is not shown in the created ticket itself,

I wanted to add the field "request type" to the context fields, but the field was not shown in the drop down.

 I don't know, if this has something to do with it?

[claudia_hempel-delibasic]

Addendum: I edited the automation rule and removed the condition for the "request type" - when I created a work item, it then was automatically assigned correctly. So it has something to do with the request type. 

[Marc - Devoteam]

Hi @claudia_hempel-delibasic 

Requests Types are made on a JAM project and they are based on a work item type.

A Request Type is only set if the work item is made from the JSM portal, if you create an issue internally, so using the create button make sure the Request Type field is on the screen on creating the work item.

See this article on the explanation; whats-the-difference-between-request-types-and-issue-types 

[claudia_hempel-delibasic]

Hi Marc, thanks for your answer. The work item was created via the portal.

I tried to see which work item type my created request types are based on, but I did not find an option so see or change this.

Could it be that in team managed JSM projects I cannot do this?

[Marc - Devoteam]

Hi @claudia_hempel-delibasic 

A you are using a team managed project and yes indeed, there is no difference in Request Type and Work Item, this indeed only applies to Company Managed projects.

[claudia_hempel-delibasic]

Hello @Marc - Devoteam I got the solution for it, you can see it here https://community.atlassian.com/forums/Automation-questions/Re-How-to-assign-a-created-work-item-automatically-based/qaq-p/3025667/comment-id/14282#M14282