Issue fields condition request type does not work

Question

We have Jira service management, and we want to approve some of the requests automatically based on their requesttype, the issue type is not an option. The automation it is set like this:

The problem is: When we submit a request in this request type, the automation does not approve it. Instead it executes the last else block. I do not understand the problem here. I think the condition is set properly.

Thank you for your help!

Gergely Márton_vxsopa · Answer

Thank you for your response!

We've resolved the issue, but for the benefit of others who might encounter something similar, I'd like to share the solution:

In Jira Service Management (Cloud), if an automation rule uses the request type of an issue, it cannot access the request type at the moment when the issue is created. Therefore, an automation rule with the 'when issue created' trigger cannot use the request type of the issue.

To work around this, I used a hidden field on the portal with a default value. The automation rule was able to interact with this field.

Marc -Devoteam- · Answer

Hi @Gergely Márton

Welcome to the community.

Please share you complete automation, as this will help community members to help you.

Also show the audit log details of the rule.