Automation for changing field

Aamina Reihana

Hi there

 

We have created a Service Desk Project for one of our internal customers. They have asked me to create an automation where when a certain issue type comes into Jira as a new request then based on the description it should change the reporter to something else that is not the actual reporter and then should send an email to the reporter.

I have created an automation and i have said something like:

1. When issue is created

2. Issue type is AAAA

3. If Description contains abcd

4. The Reporter equals aaa.bbbb@domain

5. Then sends an email to the reporter.

However this doesnt seem to work. Currently these requests are coming from Nintex Forms in Sharepoint. So the Reporter automatically comes in as Nintex and Im trying to change it to the actual individual requestor. But when I manually create the task in jira with the same issue type and description which is basically a copy paste then the automation works fine.

 

Not sure if you guys can help or if it something to do with Nintex side? is there any workaround?

Bill Sheboy

Hi @Aamina Reihana 

For a question like this, please consider posting images of the automation rule and audit log from an execution that did not work as expected.  That may provide more context for the community to offer ideas.  Thanks!

Based on what you noted, please check your audit log to see if something in the conditions is stopping the processing.

Another tip is to add some writes to the audit log between rule steps; that may reveal information about the issue type, description, and report fields that you did not expect.

Kind regards,
Bill