Issue create and update automation setting value in custom field

[vishalkalra]

Hi,

I have one automation that creates a ticket in SNOW. I get the result SNOW Number field. I tried to save this in the custom field so that I can use this same variable value for the update automation flow. ( as SNOW will need this to update the issue) But it is not working. Can you help with the exact action that will help me save this variable value to the particular issue ( it cannot be a global variable as it will change for different issue creation requests)

[Bill Sheboy]

Hi @vishalkalra 

Yes, and...to the other suggestions provided:

Your rule appears to use the Work Item Created trigger...and that one can have racetrack timing problems where all of the data may not be available to the rule before it starts.  Thus if the Send Web Request action is relying upon data from the trigger work item, it may be missing.

I recommend two changes to mitigate that trigger problem:

• Immediately after the Work Item Created trigger, always add a Re-fetch Work Item Data action.  This will slow the rule slightly, reloading the data before the steps proceed.
• The Send Web Request action is also susceptible to racetrack timing problems for any dynamic URL or message sent.  To mitigate that, I recommend:
  • Using the Create Variable action, build any dynamic URL or request message using work item smart values
  • Then use the variable in the request action

Additionally, although not used in your rule shown, I recommend never using conditions directly in rule triggers such as Work Item Created.  Because of the racetrack timing problems, the missing data will lead to unpredictable results in the conditions.  Instead, add the conditions after the re-fetch action noted earlier.

Kind regards,
Bill

[Fazila Ashraf]

Hi @vishalkalra 

So your jira automation makes a rest call to snow and in response it gets the snow id and want to find the best way to store it in a jira field? like this

[vishalkalra]

Hi @Fazila Ashraf , @Trudy Claspill 

Thanks for your response. I tried the same but when I try to log the SNOW number value that I have saved in the custom field, it does not print it.

PFA the relevant screenshots.

[Trudy Claspill]

Hello @vishalkalra 

@Fazila Ashraf 's answer is likely the correct answer.

However, for future reference, in order to help you debug your Automation Flow we generally need the following information:

1. Screen images that show your entire Flow.

2. Screen images that show the details of each step, if the full details aren't available in the flow diagram bubbles.

3. The full details from the flow execution audit log for an instance where the flow executed and you expected it to work but it did not.

Problems in Automations often occur because of the context in which the steps execute. Without that context we can't accurately advise you as to why the flow doesn't work as expected.

[Trudy Claspill]

Hello @vishalkalra 

Can you provide the information I requested in my original response?

Without the complete details of the Automation and it's output I'm not able to provide advice on how to debug it.

What you have provided is only a portion of the flow. It doesn't show us how you are using the Automation to create information in SNOW, nor how you are getting or processing a response from that action.

[vishalkalra]

Hi @Trudy Claspill ,

PFA the screenshot for the entire flow.

When I see the logs, I see the value for the {{SNOWRecordNumber}} is getting logged correctly, but after assigning this same value via Edit Work item action to the custom field and then logging the custom field, it does not show it.

[Trudy Claspill]

After editing the work item you need to execute a Re-fetch Data action to get the current data for the work item. Otherwise your log action may be printing cached data from the work item obtained before it was edited.

Please also show us the details where you are setting the custom field within the Edit action and the details of the step following that where you are trying to write the data from that custom field into the log.

Lastly the images of your flow still are not showing the entire flow since the last visible action is the Edit but you have said you are logging data after that.

[vishalkalra]

Hi @Trudy Claspill ,

PSB the required screenshots, Note: Finally I want to use the value in the second automation but for now I am trying to log and check in the current automation to confirm if it is getting logged or not. 

[Trudy Claspill]

Thank you for that additional information .

In the Log action after the Re-fetch action you are logging a field based on its custom field ID. How did you confirm that is the correct ID for the SNOW Incident Number custom field?

In each Log action I also advise adding some text so that you can correlate what you see in the log to specific Log Actions. Anything not in curly brackets (not a smart value) will print as plain text during a Log action.

[vishalkalra]

Hi Trudy,

I tried this as well ( adding text) and I see blank value.

For the id, that is the value that is appearing in the smart values lookup. PFA 

[Trudy Claspill]

Thank you for that additional information.

What type of Space does this concern? To get that information click the ellipses button next to the Space name in the navigation panel on the left. Tell us what the last two lines in the pop-up say.

Can you provide a screen image of one of the affected work item showing the field you are trying to update? In one of the logs it shows that ACEDEMO-68 is an work item that where an update was attempted.

What is the field type for that field you are trying to update? Is it text, number, or something else?

Are you able to enter the same information (i.e. INC1453263) into the same field manually through the UI?

Who is listed as the Actor for the rule on the Automation Rule Details page?