Unable to get IF conditions to work

[Jason Rogers]

Hi, 

I am using JSM and I have set up a priority matrix. I have done this before on other instances and even have a similar one in another project which works fine, although that one uses a custom priority field. Other than that I have used the same rule layouts in the new JSM project. 

Below is the simplest automation, that will set the highest priority. Pretty simple. Doesn't give any errors, but also says that No action required when I select the two values that should register the Highest priority (SEV-1). 

Here is a pic of the above rules latest audit log. As you can see, it states that the conditions have not been met, even though they have. I placed a re-fetch issue data action, just in case, and still nothing. 

I have noticed it sets the default priority, so I am guessing it is something to do with that? 

Thanks in advance for any help. 

J

[Bill Sheboy · Accepted solution]

Hi @Jason Rogers -- Welcome to the Atlassian Community!

Please move the Re-fetch Issue action up to immediately after the trigger and re-test.

The Create Issue trigger can fire so quickly some issue data may not yet be available to the rule.  This can lead to failed conditions, and sometimes rule errors.

The fix / workaround is to always put the Re-fetch Issue action immediately after this trigger, slowing down the rule a bit and reloading the data before the other steps proceed.

Kind regards,
Bill

[Jason Rogers]

Morning Bill, thanks for the reply. Moving the Re-fetch seemed to do the trick. Thanks!

[Matthias Gaiser _K15t_]

Hey @Jason Rogers

welcome to the Atlassian Community.

I just tried to rebuild your automation rule which worked quite fine for me. In order to troubleshoot your rule, I'd start adding a log action and providing this smart value

Urgency: {{issue.Urgency}}, Impact: {{issue.Impact}}

This should log the actual values of your fields and you can compare if they really match what you've selected.

Cheers,
Matthias.

[Jason Rogers]

Hey Matthias, 

Thanks for replying.

I added the smart value as you mentioned above and that has not done much. Am I writing it like Urgency: {{issue.Urgency}}, Impact: {{issue.Impact}} or {{issue.Urgency.Critical}}, {{issue.Impact.Extensive}}?

Cheers,

J