Hi guys, So I have a problem with the automation rule. There's no error actually but the rule is not working properly and I'm wondering why. Here is my case. So whenever the user creates the ticket from the Jira Service Desk, am cloning the ticket into another board (Let's say MIB board.) So whenever the dev updates the priority field (through MIB board), I would like this is gonna happen in the Jira service desk ticket as well. So, I create the rule like below : Then voila! When the dev update the field priority from their board (MIB) it only reflects in one side (MIB only) and does not update the Jira service desk ticket priority field. Additional info: For tickets in MIB the linked type to Jira Service desk ticket is -> "Blocks" meanwhile for tickets in Jira Service desk linked type is -> "is blocked by" I already tried to put "for linked issues" types "blocks, is blocked by" but still the same result. nothing error. but this is the result :

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Automation rule for IF ELSE not working properly

dwike_aprilia

Hi guys, So I have a problem with the automation rule. There's no error actually but the rule is not working properly and I'm wondering why.

Here is my case. So whenever the user creates the ticket from the Jira Service Desk, am cloning the ticket into another board (Let's say MIB board.)

So whenever the dev updates the priority field (through MIB board), I would like this is gonna happen in the Jira service desk ticket as well. So, I create the rule like below :

Screen Shot 2022-02-22 at 08.46.36.png

Then voila! When the dev update the field priority from their board (MIB) it only reflects in one side (MIB only) and does not update the Jira service desk ticket priority field.

Additional info: For tickets in MIB the linked type to Jira Service desk ticket is -> "Blocks" meanwhile for tickets in Jira Service desk linked type is -> "is blocked by"

I already tried to put "for linked issues" types "blocks, is blocked by"
but still the same result. nothing error. but this is the result :

Screen Shot 2022-02-22 at 08.48.09.png

Accepted answers

Yanty Ghani [ServiceRocket]

Hi @dwike_aprilia ,

Can you check if "Priority" field is in "Edit issue screen" in the JSM project? Also, check if there's any security level set in that JSM issue.

unknown

Hi @dwike_aprilia

Can you check if the values in the priority field match between BSM and MIB?

Thanks,
Aditya

All comments

Yanty Ghani [ServiceRocket]

Hi @dwike_aprilia ,

Can you check if "Priority" field is in "Edit issue screen" in the JSM project? Also, check if there's any security level set in that JSM issue.

dwike_aprilia

@Yanty Ghani [ServiceRocket] yes, the priority field exists in every screen I used (View, create and edit).

the security level is not set as I attach below pic

Screen Shot 2022-02-22 at 10.45.40.png

unknown

Hi @dwike_aprilia

Can you check if the values in the priority field match between BSM and MIB?

Thanks,
Aditya

dwike_aprilia

Hi again @[deleted]

yep. They are exactly the same.

MIB :

Screen Shot 2022-02-22 at 10.55.16.png

BSM :

Screen Shot 2022-02-22 at 10.55.27.png

any idea?

Yanty Ghani [ServiceRocket]

According to the Audit Log, it shows that BSM-21 was edited successfully after you updated issue in MIB, but you're saying the Priority fields are not the same for both issues, right? Can you take a full screenshot that includes this part: