Automation "condition not met" when using request type that meets condition

[Tim Schandorff]

I am building a very simple automation to auto-assign a specific request type to a specific user.  I have done this with several other request types with no problem however on is not working.  The request type uses a form and generates a PDF which is the only difference I can see between it and other request types with a similar automation.  For that reason I added a re-fetch step to slow down the automation but this didn't fix the problem.  (I also tried adding a second one with the same results).  The audit log says that the ticket did not meet the condition however it clearly is the "Fixed Asset Request" request type.  The result is that the ticket comes through as unassigned every time.  

Thanks for any help you can provide.

[Jack Brickey]

Hi @Tim Schandorff , can you add a log action after the refetch and use the following in the log message field - RT is .... {{issue.Customer request type}}

run your rule and check the log to assess what the request type is.

[Joseph Chung Yin]

@Tim Schandorff -

Welcome to the community, addition to @Jack Brickey suggested, it is my opinion that your existing rule action of "refetch the issue data" is not necessary.  In automation rule design, one should avoid calling un-necessary action(s) as much as possible.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

[Jack Brickey]

Agreed it should not be needed here.