automation for jira red error msg w/ exclamation point when selecting "create service desk request"

[JJ]

I'm trying to use the automation action "Create Service Desk request" but get a red error message when I try to save. There's absolutely no info on what this means or how to resolve it. I tried hovering over it. Nothing. Has anyone seen this or does anyone know how to fix it?

Thanks!

[Petter Gonçalves · Accepted solution]

Hello @JJ

Thank you for reaching out.

Checking a few details of the automation and executing some tests, I noticed that the automation for creating requests does not accept the summary field to be blank, even if you have added a default value in the request type.

To confirm if that's the case, please try the steps below:

1. Navigate to the project WinOps tickets > Project Settings > Request Types
2. Click to Edit fields of the request type "Request a new User ID and network account"
3. Click to Edit the Custom request form and check if the Summary field is hidden
4. If it is, click to unhide the summary and add the default value in the automation itself, checking if it works as expected.

Let us know if you have any questions.

[JJ]

Thanks! I unhid the field since it was hidden and I was setting the value on that screen. I couldn't get rid of the field though. It's required for the issue type. I tried making it unrequired and it broke the creation of linked issues so I set it back.

Anyway, your suggestion worked for the one request type. And when I tried it for the other two request types (which are the exact same issue type), I get the same red error message.

In the first request, I can add the value like you said because the Summary field appears as a required field I need to fill out. But it does NOT appear for the other request types. So I tried adding it in the advanced box and that didn't work either. 

Help!

[JJ]

[Petter Gonçalves]

Hello @JJ

Thank you for your answer.

Can you confirm if there are any other required fields hidden for the request types where the error is happening?

I believe the same problem is happening in these two request types too, however, may be another field can be causing it. Can you check if that's the case?

Also, can you provide us with a print with the fields (Hidden and not hidden) of these request types?

[JJ]

I've removed all the hidden fields and then I removed the hidden fields in the matching request type in the other project and it worked. Thank you, Petter.

I have one more question though. The reporter is not being set properly. The only option under the "Raise this request on behalf of" drop-down is "Customer created by this rule", which seems like a bug because the rule is not creating any customer. Anyway, it seems that the reporter is being set to to the actor running the rule.

How do I get it to copy over from the trigger issue? My JSON is not working.

Thanks!

[JJ]

Oh never mind. I fixed it with the branching issue/edit values actions. But I do think that the raising the request on behalf of the customer created by this rule is a bug.

Thanks again!

[Petter Gonçalves]

Hello @JJ

I'm glad to know your issue is solved.

About the new behavior regarding the "raising the request on behalf of the customer" field, I kindly suggest opening a new question with the screenshot of the field so we can better visualize what could be causing that behavior. Since the community is a public portal, it's important to keep the title of the question related to the troubleshooting steps performed so it can help other users too.

Let me know if you have any other questions we can help with. :)