Request type not available

[Eugen G.]

Hi Community,

I have created a "Request Type" and connected some Automation to it. However, depending on the situation, the Automation is not always triggered.

Part 1:

• Request type is used to created a ticket
• Automation is triggered through "New ticket created"
• Second step verifies the "request type" (i.e. condition)
• Afterwards it's checked, whether the person is in a specific group.
  • case a) if yes -> no approval needed an ticket goes to next status "open"
  • case b) if no -> approval is needed and ticket goes to "awaiting approval"

Part 2:

• (Another) automation is triggered through transition, either
  • new request -> open
  • awaiting approval -> open (when approved)
• Second step verified the "request type" (i.e. condition)

Now the problem:

1. If the ticket uses case a), everything works like a sharm
2. However, if first an approval is given and the ticket automatically goes to status "open" afterwards, the 'second step' in Part 2 has "Request Type" = "" (i.e. empty), even though it has not been touched (and in my opinion has been filled in since ticket creation)

What am I missing?

[Benjamin · Accepted solution]

Hi @Eugen G. ,

I'm assuming the part 2 transition did go through? What is the difference between part 1 and part 2 request type verification? Also, was any additional information from the audit log for that rule.

Thanks,

Ben

[Eugen G.]

Part 2 is basically the second step of the process. I.e.,

• after the ticket is created some basic tasks are performed on it
  • If no approval is needed, then ticket goes to status "open" (let's call it: simple path)
  • if approval is needed, it goes to the "approval" status first, before it can continue to "open"
• once the ticket is in status "open", this is where the second automation "Part 2" starts.
  • it's initiated through transition: ("new request" OR "approval") -> "open"

I added a log-step to see the value of the request type.

If the ticket used the "simple path", all is fine and the "request type" log shows the respective value.

If the ticket went to "approval" and moved to status "open" then, the "request type" log is empty. THAT confuses me, because that field is never touched.

[Eugen G.]

I extended the logging so see the result of different fields. So far I really do not understand the issue.

[Benjamin]

@Eugen G. ,

check the request type field in the ticket. Is it actually empty? When part I initiated, what request type was actually created?

-Ben

[Eugen G.]

Hi @Benjamin ,

I did :-/. Let's see some screenshots:

1a) Part I (issue is created)

• as you can see, the second requirement is a specific 'request type'

1b) Part I (example ticket)

=> the first "Issue condition' was passed. I.e., request type is set, right?

In this case the ticket went to "awaiting approval" status first. 10 minutes later it was approved and went to status "open". Upon this transition the "Part 2" automation was activated.

2a)

Log action: Request type: {{issue.Request Type.requestType.name}}

[Benjamin]

Thanks for the screenshots. 

• Check ITSD-1287 if the request type is there.
• Is there something in the transition that cleared the value?

If the value is there and the automation is simply not seeing it, then it will possibly be a bug and worth a ticket raised to Atlassian to investigate.

-ben

[Eugen G.]

Hi @Benjamin ,

Yes, the request type is there. And no, there is nothing in the transition, which even touches the request type (only checking, whether it exists and proceeds afterwards, if there is a match).

I split the Automations into more parts now. So far it seems to work. Either I did something completely stupid and did not notice it even until now or it's really a bug.

For now it's working for me, so I will leave it with that.