Automation Rule matching request participation does not work when issue is created

[Peter Reiser]

We need multiple email addresses per Servicedesk to assign a ticket to the correct queue.

We are using an automation rule to match "requested participants" when an issue is created via email channel (see screenshot)

When a new ticket is created then the "Request participants" is NOT matched and the rules is not executed.

When the ticket has been created and we use the same rule for another event e.g. when adding comment then the "Request participants" is matching and the rules is executed.

It looks like "Request participants" information is not immediately available when a ticket has been created.

Any hint to solve this issue is highly appreciated 

Best regards

Peter

[Peter Reiser · Accepted solution]

Hi Community -

I found the issue. Servicedesk is creating the issue and then update the issue by adding the request participants. So I change to trigger to " adding participant" and it works now.

This was not obvious but it works :-)