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How do I set up automation based on fields in a cloned ticket?

Justin Goodemoot

Hello! I am cloning a ticket into the same project space and would like to write automation based on the cloned fields in the cloned ticket.

An example of the automation I've been testing is: if the summary of a ticket contains "abc xyz" (automating the name of the cloned ticket as part of the cloning automation) and custom field 1 is not empty, then add request participants.

So far all test have been unsuccessful. Is there a specific way to set up automation when it is based on inputs in a cloned ticket?

Any and all guidance and suggestions are appreciated. Thank you!

-Justin

Accepted answers

Bill Sheboy

Hi @Justin Goodemoot

For a question like this, context is important for the community to help. Please post the following:

an image of your complete automation rule in a single image for continuity
images of any relevant actions / conditions / branches
an image of the audit log details showing the rule execution
explain what is not working as expected and why you believe that to be the case

Until we see those...

Do you have one or multiple rules in this scenario?

Assuming you have one rule, when your rule is cloning the work item, you could either immediately branch to Most Recently Created Work Item to make changes...or, when using the clone action, make the fields more dynamic using a conditional JSON expression.

Kind regards,
Bill

All comments

Bill Sheboy

Hi @Justin Goodemoot

For a question like this, context is important for the community to help. Please post the following:

an image of your complete automation rule in a single image for continuity
images of any relevant actions / conditions / branches
an image of the audit log details showing the rule execution
explain what is not working as expected and why you believe that to be the case

Until we see those...

Do you have one or multiple rules in this scenario?

Kind regards,
Bill

Justin Goodemoot

Thanks for your response, Bill. I have two rules, the first to clone, the second to action on the clone.

The first screenshot is the rule which clones the ticket. All elements here happen successfully in multiple tests.

The second screenshot is the subsequent rule basing automation on the cloned ticket. I've asked it to see if all of certain fields match, and if they do, to add request participants. This has consistently failed.

I've added a third screenshot showing more detail of the If all match rule, and the audit log showing "Success" though no participants were added.

(I've turned off the rules when not actively testing.)

In the first rule I am not able to select "Request Type" in order to update that in the clone; I'd thought basing the second rule off of a specific request type might be clearer.

I will try your suggestion of keeping it in one rule with the Most Recently Created Work Item branch. Will you let me know if any other issues are clearly identifiable in the below?

Thank you!

Justin

Bill Sheboy

Thanks for those images, @Justin Goodemoot

In your second rule named People Team "Completed Change Letter" Clone + Test:

You want this rule to run in response to the work item being created by the first rule, correct? If so, did you select the option in the second rule's details to allow rule triggering by others:

Check to allow other rule actions to trigger this rule. Only enable this if you need this rule to execute in response to another rule.

Next, the Work Item Created trigger can have racetrack timing problems where the rule can start before the data is ready for use. The mitigations for that are:
- Immediately after the trigger, add the Re-fetch Work Item action before any other steps. I see you have that later in the rule but it should be moved up earlier.
- And, although you do not do this in your rule, never use conditions inside of the trigger. The racetrack timing defect will cause the conditions to be unpredictable.

Justin Goodemoot

@Bill Sheboy Allowing rule to be triggered by others must have been the thing - it works now! Thank you so much! You made my day.

Justin

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