Set value of hidden custom field on "Create Service Desk Request" using Automation

[tan.tran]

Workflow:

1. User creates Service Management ticket. Ticket has hidden field with default value (example: "Parent")
2. Automation trigger "When issue is created", then action "Create Service Desk Request" of same project/request type.
3. Create new ticket with that hidden field set to "Finance"

Attempted to use the More Options with JSON, but getting error that is unknown field.

[Hana Kučerová]

Hi @tan.tran ,

which type your hidden custom field have? Is it Group Picker (single group) or Select List (single choice) or something else?

[tan.tran]

It's just a text field.

1. Trigger: When ticket is created
2. Condition: If Request Type = $specificType
3. Action: Create Service Desk Ticket
   3a. Same request type/project

Is there a way to only create another service desk ticket of the same request type without causing a loop? Also how to set same reporter? Submit on behalf of forces us to choose a specific user.

[tan.tran]

I don't think for us setting the hidden field is really the issue. Just trying to prevent a loop of ticket creations.

[Hana Kučerová]

Hi @tan.tran ,

please check the rule's configuration item: Allow rule trigger. It this checkbox is unchecked, there shouldn't be any loop.

You can copy values of various fields from the original issue, something like this:

[tan.tran]

It is unchecked, and we're using the action: Create service desk request, not create issue.

[Hana Kučerová]

@tan.tran 

Reporter

Please try to use smart value: {{reporter.accountId}}

Same request type

It seems to me it is not possible yet - you will need to use conditions like

• if request type = A
  • Create Service Desk request with type A
• else-if request type = B
  • Create Service Desk request with type B
• ...