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Automation rule runs when a ticket is created from Service Desk project but not self-service portal

Matt Sardi

Good Morning,

I have created and tested an automation rule that runs when a ticket is created from the Service Desk project, however, if I try to create a ticket from the self service portal, the rule never runs claiming that the issue did not match the condition.

The rule is supposed to generate an email when a ticket is created and assigned to a specific group.

Can someone please point me in the right direction as to what steps I need to take to fix this rule?

Thanks!

Accepted answers

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Jack Brickey

We would need the details of your current automation to be able to better assess. Feel free to share a screenshot.

Matt Sardi

Hi Jack, is there a certain step in the rule that you would like the screenshot of?

Jack Brickey

Ideally I would see the entire automation rule. However if that becomes too cumbersome to provide please provide the conditions area and also provide a capture of the audit log where the issue fails.

abelalia87

Hi @Matt Sardi

"..The rule is supposed to generate an email when a ticket is created and assigned to a specific group. .."

Maybe it did not match on the assign? Waiting for your screenshot.

Matt Sardi

Hi Abelalia,

I understand that. The rule does run correctly if I create a ticket from the service desk project however, if an end user were to create a ticket from the portal, the rule does not run due to the issue fields condition not meeting the criteria despite the fact that the ticket gets assigned to the group specified in the condition field.

rule error.PNG

Jack Brickey

From the sprint image below my guess would be that the assignee is not equal to the specified value. Check the audit log. If indeed that is what it seems to indicate then consider adding an action “log event” to record the value in the Assignee field.

abelalia87

How are issues assigned? Via automation? If yes, then you need to allow the second automation to listen to other automations. From rule details, Check to allow other rule actions to trigger this rule. Only enable this if you need this rule to execute in response to another rule.

If no automation is set to assign for issues, during portal create the issue will have no assignee and after manually assigning the ticket the create triggerred automated email will not run.

So do this 1.Change the trigger to When: Issue assigned.
(Edit 1: Let me know how your issues are assigned. I'm testing on my end how I can trigger the email from the customer portal on create.)
(Edit 2: I have another automation that handles Assigning issues. Have refetch issue data before your Assignee condition. Test Email.png

Matt Sardi

It's very odd. This has to be something small and stupid configuration-wise. Depending on what the trigger is, I can get the email of a ticket being created from service desk or the self service portal and this happens when I change the trigger to either When issue created or when issue assigned. I tried utilizing the Field Value changed field and selected the fields to monitor to include assigned and created. This is very odd.

Bill Sheboy

Hi @Matt Sardi

Given the symptoms you describe (sometimes works and is assigned), I wonder if this is a timing error. There are known race-track issues with the created issue trigger that could lead to the condition not matching because the assignee data is not yet available.

The work-around for this is to add a Re-fetch action to your rule immediately after the trigger and before the condition test. This will slow down the rule execution, and reload the issue data before the condition test occurs.

Best regards,
Bill

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