Automation task to add watchers isn't working

[Stephen Solomon]

Hello,

I've created a simple rule that is supposed to check the value in the field "Reporter's Location" and assign managers as watchers. I'm using the Azure AD Attributes app to pull this data from AD, and it's correctly filling in the data in the ticket view. The attached image shows the rule structure, and I have a branch in the rule for each location.

The audit for the rule says the field doesn't match what's there though. I've tried using "contains" and "equals" with no success. Any ideas?

Thanks,

- Stephen

[Stephen Solomon · Accepted solution]

Nevermind. Forgot that watchers can't be customers. Please disregard!

[Jack Brickey]

Yep. Make them Request Participants.

[Jack Brickey]

Hi @Stephen Solomon ,

in your issue view screenshot I see PRI in the reporters location. Your rule conditions on BBR. But maybe I'm missing something. If that is not the cause, then, could you please share the audit log for the rule when it triggers?