JSM Automation Web Request returns empty value - organization can't be filled automatically

[Tim Heber]

Hello :)

we are trying to use an automation to automatically fill the "Organizations" field in JSM work items. This is due to the customers not always using "share with organization" and the inability to force-choose in the drop-down. 

We are using the way described in this article.

This works in one JSM-project, but not in another. 

In the project it works, the validation of the automation step "Send Web Request" returns the payload including values:

In this case the automation works as intended and the "Edit work item" step which updates the organizations field in the work item does what it should:

The audit log also shows this as working perfectly fine: 

And the organization field in the work item ***-3009 is updated correctly. 

Using a work item from the other project, where it doesn't work, the "values" property is empty:

This probably leads to the automation failing because there is no ID to add in the final Edit Work item step.

The audit log shows this automation as failing in this case, either with this error message:

Or this one:

Another strange thing is that the organization of the customer is missing from the JSM-space where it doesn't work. Which means, the customer is found in the "Customers" tab, and if I click on the customer, I see the profile complete with the organization they are assigned to, but if I search in the "organizations" tab for the organization itself it does not show. But it is present in the JSM-space where the automation works (though the automation works for another customer, because the other one did not create tickets in this space). 

In any case, if the web request scours the customer profile, who does have an organization assigned to them, it shouldn't matter, in which space the organization itself can be found, should it?

Thank you so much in advance if you have any ideas on how to fix this. Best regards!

[Sebastian Krzewiński]

Hi @Tim Heber 

Can you check if organisations are available for 2nd project. It looks like they not.

Regards,

Seba

[Tim Heber]

Hi Seba,

thank you for your answer! 

In the second project, the one where the automation does not work, the feature "Customer and organization profiles" is active.

Also the customer is found in the project under "customer". When I open the customers profile, his organization is stated in the profile.

But the organization itself is not in the tab "organizations" in this project. But the organization is present in another project. Do I have to "sync" the organizations over all projects? we collect them in one central "service management" project (customers and organizations). 

Hope this makes sense, thanks in advance!

[Marc -Devoteam-]

Hi @Tim Heber 

Yes you have, you have to add the organisations to that JSM project.

If you don't this project has no Organizations.

Looking at the user, shows the user details, so the user is a member of the organization, but thsis doens't mean the organization is part of a JSM Project