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

Question

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 · Answer

@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

* ...

tan.tran · Answer

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

Hana Kučerová · Answer

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: