Request type not available

Eugen G.

Hi Community,

I have created a "Request Type" and connected some Automation to it. However, depending on the situation, the Automation is not always triggered.

 

Part 1:

• Request type is used to created a ticket
• Automation is triggered through "New ticket created"
• Second step verifies the "request type" (i.e. condition)
• Afterwards it's checked, whether the person is in a specific group.
  • case a) if yes -> no approval needed an ticket goes to next status "open"
  • case b) if no -> approval is needed and ticket goes to "awaiting approval"

 

Part 2:

• (Another) automation is triggered through transition, either
  • new request -> open
  • awaiting approval -> open (when approved)
• Second step verified the "request type" (i.e. condition)

 

Now the problem:

1. If the ticket uses case a), everything works like a sharm
2. However, if first an approval is given and the ticket automatically goes to status "open" afterwards, the 'second step' in Part 2 has "Request Type" = "" (i.e. empty), even though it has not been touched (and in my opinion has been filled in since ticket creation)

 

What am I missing?

 

Benjamin_tmh9yg

Hi @Eugen G. ,

 

I'm assuming the part 2 transition did go through? What is the difference between part 1 and part 2 request type verification? Also, was any additional information from the audit log for that rule.

 

Thanks,

 

Ben