How do I get around a "Create" validation of a workflow?

[Calvin]

Hi all, I know this is a little odd but would love to hear ideas.

Basically we have a ticket we want to enforce PORTAL ONLY creation, there doesn't look to be a good way to do this.

So as a work around, I have a validator on "Create" of the workflow that requires a certain field to not be empty. I then remove that field from the "Create" screen and provide a custom error for that field stating "Please create via Portal".

As the value is provided via the form, it is pre-filled on the portal and thus creates the ticket. But can not be added in the "Create" screen and thus can't be made in the backend.

This actually works fantastic. Well until I get to my next issue. I also have an automation that needs to create a ticket too, this copies details directly from the first. The problem I have is the validator STOPS the ticket being created as of course that field isn't filled in.

And my automation won't fill in that field during Create because I'm hiding it from the Create screen so it doesn't even know the field exists.

Would love to hear some advice! Thanks

[Manon Soubies-Camy · Accepted solution]

Hi @Calvin,

I'm sure you have good reasons for enforcing portal only creation, but IMO that creates frustration and ends up with people not raising requests through Jira at all. I'd be interested in learning more about why you need to prevent requests being raised from Jira!

But, to answer your question: have you tried using the request-channel-type property? You could remove the validator and set up automations instead, for example:

• When request is created
• If request-channel-type = jira
• Then add a comment asking them to use the portal instead (and you could even automatically close the request, if that's what you want)

When creating requests through automation, request-channel-type = api, so that won't be an issue.

Hope this helps!

- Manon

[Calvin]

Unfortunately in my area JSM is used by internal staff too, so sometime they act as an "agent" answering questions, but other times they are a "user". The problem is for this one particular ticket type there is a requirement of a certain form by the business. But as JSM doesn't show the form when creating in the backend (and apparently everyone ignores the warning by jira) we have allllll these tickets created without any of the required information that comes in via the form.

I was hoping to provide the error early so it didn't feel too mean by closing their ticket on them directly after creating it. But I think your right, I don't really see any other option besides checking for "request-channel-type" and doing it after the fact via automation. Cheers heaps for your comment!