"Following issue did not match the condition" automation not working for Customer Request Type

[Hanah Billups]

I have created an if-else block to add a specific label depending on the Customer Request Type of the submitted issue. These are custom Custome Request Types that I created for the service desk. Despite picking the automation Customer Request Types from a drop down list of the existing request types on our desk I am still getting no match for any of the request types. First image shows the custom customer request types that show on the service desk.

The second image shows the automation I am using to attempt to add new labels to the ticket based on request type chosen

Third image shows the current message I am receiving showing that a ticket recently created (as General) did not match any of the conditions which is not the case because I have an else rule for General requiring a label be added. Any thoughts? Am i utilizing the wrong field for this rule? (I have also tried "RequestType" and "Request Type")

[Paul Wiggers]

Hello @Hanah Billups 

From what I can see, issue STAR-1017 is neither an Update Access or Defect issue. In the screenshot, there is no option for a General setting but you can see in the log that an if/else blocker further down the line is triggering successfully.

I am not sure what your question is at this moment since the automation seems to behaving as expected. If that is not the case, can you please share some more screenshots of the total automation configuration and perhaps some information from a (test) issue so that we can see what is happening and what you are expecting?

[Hanah Billups]

Sorry I didn't include the entire screenshot. General is included in the if/else block. 

[Hanah Billups]

@Paul Wiggers on the above response

[Paul Wiggers]

Hello @Hanah Billups 

Thanks for the screenshot but I am still not sure what your question is. Issue STAR-1017 seems to pass the condition check and the e-mail is sent out successfully. It fails a few if/else checks but passes on a later one.

Therefor, the automation seems to work as intended. Or are you experiencing something else? 

[Hanah Billups]

@Paul Wiggers the email actually never sends despite saying success. But the major concern is that labels are not being applied to the ticket even if they meet the conditions to apply the label. i.e. if the customer request type is general it should add OpsTechGeneral. See example edit issue request here for General (the same then action is applied for each customer request type if - add a specific label for a specific request type). If you see the screenshot of the attached ticket, I had to add this OpsTech label manually instead of it being automatically applied.