Using Assignee smart values in a "Add Comment" automation

[Amelia Fraczkowski]

I am trying to assign a ticket automatically based on a issue transition trigger. The first two steps work no problem, however I am having problems with the "Add comment to issue" action.

The desired action I would like is whoever is chosen in step 2, receives a tag in a comment in step 3. However, the automation is not using this newly assigned person in the comment but rather whoever was the assignee before the issue transitioned. I tried using a delay between assigning the issue and posting the comment but this does not help.

I tried if the assignee is unknown before this automation happens then the account id in {{assignee.accountId}} is not filled in and thus, there is no tagging in the comment. --> 1st comment below

Then when there is someone assigned (myself in this case) before the automation is executed then the person who was the assignee is tagged in the comment. --> 2nd comment below

Is there another smart user value I should be using or need to adjust the automation rule in some way to get the newly assigned person in step 2 to be mentioned in the comment and not the previous assignee? 

[František Špaček _MoroSystems_ · Accepted solution]

Hi @Amelia Fraczkowski

this should be easily solved by adding action called "Re-fetch issue data" between Assign and Comment actions. this action will ensure previously set assignee is saved to the database and automation will work with newest values possible.

Have a nice day!

[Amelia Fraczkowski]

Thank you so much, problem solved! :) 

[Bill Sheboy]

Hi @František Špaček _MoroSystems_ 

By default, the components of a rule (i.e., actions, conditions, branches) use the data loaded at the time of the trigger firing.  They do not automatically refresh as changes are made by the rule or any other updates (e.g., other rules, user entry, etc.).

The Re-fetch Issue action does not save data to the cloud storage.  The rule actions perform the updates of the cloud storage.  Instead, Re-fetch Issue reloads the current data from cloud storage before the rule proceeds.

Sometimes this is needed, as in the case of Amelia's rule, and sometimes it is not needed and may instead cause problems / errors in the rule.

Kind regards,
Bill