Jira Automation: Failed to Read Assets Object Attributes (On-Prem 10.3.3)

[WingedOri]

Hello everyone,

I am facing a very specific problem with an automation rule in Jira Service Management (version: 10.3.3) and Assets. I hope the community can help me with this.

Problem:

I want to automatically assign approvers to a service request ticket. The approver information is stored in Assets objects, and the ticket is linked to the correct object. However, the automation rule fails because it cannot read the attributes of the Assets object.

What works:

• The Smart Value {{issue.customfield_11511}} (where 11511 is the ID of my Assets object custom field) works perfectly. It correctly outputs the linked object's name and key, e.g., Abteilung-X (GEN-1).

• The JQL filter project = "IT-Service Management [POC]" AND "Abteilung" IS NOT EMPTY also works correctly, confirming that the field has a value in the issue.

What doesn't work:

• Every attempt to read an attribute from the Assets object fails and returns no value. For example, the following Smart Values return nothing in the "Edit Issue" action:

  • {{issue.customfield_11511.Abteilungschef}}

  • {{issue.customfield_11511.Abteilungschef.accountId}}

  • {{issue.customfield_11511.Abteilungschef.emailAddress}}

  • {{issue.customfield_11511.Organisation.Sicherheitschef.accountId}}

---

Relevant Configuration

• Jira Version: Data Center (On-Premise) 10.3.3

• Project Type: Jira Service Management

• Issue Type: "Order User & Permissions"

• Request Form: Contains an Assets Object field named Abteilung (ID 11511).

• Assets Schema ("Genehmigungstruktur"):

  • Object Type Abteilung: Has the attribute Abteilungschef (Type User). This object type also contains a link to its parent Organisation object, which is correctly named Organisation.

  • Object Type Organisation: Is hierarchically above Abteilung. It has the attribute Sicherheitschef (Type User).

  • Note: The Smart Value syntax for this hierarchy, such as {{issue.customfield_11511.Organisation.Sicherheitschef.accountId}}, seems correct but is still failing.

---

Debugging Steps Already Taken

I have carefully checked the following points:

• The customfield_ID (11511) is correct.

• The attribute names (Abteilungschef, Sicherheitschef) and their capitalization are exact.

• The User type attributes in the Assets objects are filled with valid, active Jira users.

• The global Assets permission "Allow others to select objects from this schema" is enabled.

• Various Smart Value syntaxes (e.g., using .emailAddress, .name, accountId) have been tested without success.

• JQL-based queries in the automation rule only work to find the Assets object itself, not to read its attributes.

Question for the Community:

Is there a known issue in Jira 10.3.3 with Smart Values failing to resolve Assets attributes? Does the Smart Value syntax need to be different for this version? I would be grateful for any ideas that go beyond the standard debugging steps.

[Marc - Devoteam · Accepted solution]

Hi @WingedOri 

Welcome to the community.

Check https://confluence.atlassian.com/servicemanagementserver/adding-approvers-from-assets-to-requests-in-jira-1082527784.html 

or see https://confluence.atlassian.com/servicemanagementserver/post-functions-1044784443.html 

In DC you can't use alls smart values with assets.

[WingedOri]

Thank you very much for the fast response :)

I didn't know that you can't use all smart values (which is kinda sad).