Automation did not run numeric comparison

[Carol Su]

We created a number field named "Amount" within the form for Contract Review. We aim to automate the process such that if the amount entered exceeds 1,000, the ticket will transition to the pending approval status automatically.

I setup the automation as below:

However, despite setting up the automation, it didn't function as intended. Regardless of the number entered in the "Amount" field, it consistently displayed "did not match the condition".

Can anyone help me troubleshoot and resolve this issue? Thank you.

[John Funk]

Hi Carol,

Can you share the entire rule? And also the details of the Audit Log when the rule runs please. 

[Carol Su]

Hi John,

Here is the entire rule. It is quite simple.

I created a test ticket and filled in "1005" as the amount. And the Audit log was like below:

[Bill Sheboy]

Hi @Carol Su 

Adding to John's answer...

That log seems to indicate the field value is null.  Did you confirm the field has a value?

Kind regards,
Bill

[Carol Su]

Hi Bill,

When I created the test ticket, I did fill the field and it showed on the form. So I have no idea which part is wrong.

Kind regards,

Carol

[Bill Sheboy]

Carol, I was asking if the form field was stored in an issue field for use.

I am not using JSM, but I do not believe form fields can be accessed from an automation rule's smart values.

[John Funk]

I suggest you log out the value for the Amount field right after the Condition to see if there is a value in it or not, because it doesn't look like there is based on the audit log. 

And can you share a screenshot of the issue with the value in the field before it gets transitioned? 

[Carol Su]

I addressed the issue by taking the following steps:

(1) Back to the Request Type setting page and included the Amount field in the Customer request firm section. Upon saving the changes, the linked Jira field set in the attached form was automatically removed.

(2) Subsequently, proceeded to edit the attached form once more. reintroducing the linked Jira field and saving the changes. Interestingly, upon doing so, the Amount field disappeared from the Customer request form section in the Request Type setting page.

Although I'm uncertain of the underlying rationale, these adjustments resolved my problem, and the automation now runs effectively.

[John Funk]

Sounds like you ran around the house 3 times to get in the back door. But glad it is working for you!