Automation not working when triggered from a transition screen

[Ted Korba]

Hello,

I have an automation configured that will ping a Microsoft Teams Channel when a value changes for a custom field named "Engaged Team" (When: Value changes for Engaged Team > Engaged Team = [value] > Then: Send Microsoft Teams message). This helps our teams with escalations.

The automation(s) work great when I change the value of the Engaged Team custom field from the view issue screen. However, when I change the value from a transition screen, the automation doesn't work. In fact, the automation isn't being triggered at all as there is no entry in the automation logs.

What's weird is that I have another automation that pings Microsoft Teams when an issue is assigned and whenever I change that field from a transition screen, the automation works. So it seems as though the issue is isolated to the custom field "Engaged Team" or the Trigger "When: Value change." By the way, I could understand if the automation didn't work perfectly if both fields were changed on the same transition screen. That was not the case on my test. All I did was change one or the other.

Does anyone have any ideas/suggestions? Thank you in advance for your assistance.

[Trudy Claspill · Accepted solution]

Hello @Ted Korba 

In the trigger, what do you have for the For Operations field, where the example below shows "Edit Issue"?

[Ted Korba]

Hi @Trudy Claspill ,

This is what I have:

[Ted Korba]

Hi @Trudy Claspill ,

I see where you are going here. I added "Transition Issue" to the For field and problem solved!

Thank you for your help!

Regards,

Ted

[Vamsi Kandala]

Hi @Ted Korba

Can you have another automation with the trigger 'When issue transitioned' and configure the same way as the 'When value changed' automation rule and try?

Select the from and to statuses where the transition screen is displayed.  

Thanks,
Vamsi

[Ted Korba]

Hi @Vamsi Kandala ,

Thanks for the response. I guess I didn't do it that way originally because sometimes agents might change the Engaged Team field without actually transitioning to a different status.

I will give that a try and get back to you.

Regards,

Ted 

[Vamsi Kandala]

Hi @Ted Korba ,

I understand.

I just wanted to check whether this automation rule works and if so, you can have both rules in place.

Please try and let us know how it went.

Thanks,
Vamsi

[Ted Korba]

Hi @Vamsi Kandala ,

I attempted to create that automation but ran into a couple of potential problems:

1. For the Condition, there isn't an option for "a change in value." I'm struggling to figure out how to replicate that using the available options. I only want the action (aka Microsoft Teams message) to go out when the value is changed. I thought about just specifying a field condition and adding a rule for each value. However, that would ping Teams every time someone transitions instead of only when the value is changed.
2. I'm less concerned about this but for the "To" and "From" status fields, I will need to either add multiple entries or multiple rules because just about every status and every transition in my workflow would need this same functionality. Not sure if this is a deal-breaker yet as I haven't fully tested.

Thanks again for you help.

Regards,

Ted