Automation: Update custom field is not working properly

[KLINGER Servicedesk]

Dear community, 

I have an automation rule where one of our supplier can update our ticket via email.

My rule says that if the email contains their ticket id our custom field "External Ticket ID"  shall be updated (email --> variable --> custom field)

In the history of the ticket I can see that the field value has been updated properly. 

Also the log action shows the proper value.

But our custom field is still empty.

Manually I can add the value.

Any ideas?

[KLINGER Servicedesk · Accepted solution]

Could it be that JSM does not differentiate between NULL and empty? so that when a comment does not contain a "ticket ID" it will set the field to None?

[KLINGER Servicedesk · Accepted solution]

[Trudy Claspill · Accepted solution]

Hello @KLINGER Servicedesk 

Please provide the following information.

1. Screen images showing the entire rule.

2. Images showing the details of each step.

3. Images showing all the information available in the audit log entry frin when the rule executed.

[Trudy Claspill]

Please provide images showing the entire rule, and the step where you are trying toset the field.