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automation - multiple-select insight field set single value in another field

Jeanne Schock

I want an automation rule for incident tickets, to set a field "Customer Facing" as "Yes" if any one of the selected objects in another field - "Impacted Services" - has the "Customer Facing" attribute set to Yes in Insight.

1. User selects objects A, B and C in field "Impacted Services"

2. A object and B object have attribute "Customer Facing" value of "No", but C has value "Yes"

3. Automation rule sets "Customer facing" to "Yes" because at least one of the objects selected has a value of "Yes" for that attribute

Thank you for any assistance.

Accepted answers

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Mark Segall

Hi @Jeanne Schock and welcome to the community!

You would do something like this:

TRIGGER: Field Value Changed (Impacted Services)

ACTION: Lookup Objects

{{issue.Impacted Services.Customer Facing}} = Yes

CONDITION: Advanced Condition
- {{lookupObjects.size))
- Greater Than
- 0
ACTION: Edit Issue (Customer Facing)
- Yes

Jeanne Schock

Thank you. This makes sense. It is not working however. Could you review please? Much appreciated.

Name of Field: High-Level Services

Name of Object Type: High Level Service

Name of Attribute: Student Impact

I have:

ACTION: Lookup Objects

{{issue.High Level Service.Student Impact}} = Yes

CONDITION: Advanced Compare Condition
- {{lookupObjects.size))
- Greater Than
- 0

Mark Segall

Can you please share a screen shot of the rule's audit log? This will help us identify where the rule is failing.

Jeanne Schock

Screen Shot 2022-08-24 at 11.41.15 AM.png

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