Hey there. Actually my first post here :-) we run JSM in DataCenter. AppVersion 5.12.3 To explain at first. I have an issue type, where users can select, for which application they need help. The choosable applications are Jira Assets (objectType "Application"). In every asset I have an attribute "ApplicationExpert" where I maintain the Servicedesk Agent (User). So the application expert has a valid servicedesk agent licence, so I can assign issues to him/her I know would like to have that an issue gets assigned to the application expert, when a ticket is raised and the relevant application has been chosen. The if block with the JQL filter works well, I think it is the JSON statement. I did not find out, how I can put in a user, that is linked in the ObjectType "Application" as "ApplicationExpert". Can you give me a hint please? Thank you very much and have a nice weekend :-) Toni

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Adding a User which is ApplicationExpert (linked in a Jira Asset) as assignee, when ticket is raised

Toni Wittmann

Hey there.

Actually my first post here :-) we run JSM in DataCenter. AppVersion 5.12.3

To explain at first. I have an issue type, where users can select, for which application they need help. The choosable applications are Jira Assets (objectType "Application"). In every asset I have an attribute "ApplicationExpert" where I maintain the Servicedesk Agent (User).

So the application expert has a valid servicedesk agent licence, so I can assign issues to him/her

2024-04-12 12_43_42-Assets.png

I know would like to have that an issue gets assigned to the application expert, when a ticket is raised and the relevant application has been chosen.

The if block with the JQL filter works well, I think it is the JSON statement.
I did not find out, how I can put in a user, that is linked in the ObjectType "Application" as "ApplicationExpert".

Can you give me a hint please?

Thank you very much and have a nice weekend :-)

Toni

2024-04-12 12_32_45-Automation.png

Accepted answers

All comments

Kalyan Sattaluri_iinm1n

Hello @Toni Wittmann

Can you, before your If statement, insert a log statement and log {{issue.Asset.ApplicationExpert}} value?

Because only change you may have to do in your Advanced edit is, instead of referencing it as {{issue.Asset.ApplicationExpert}}, you have to do {{issue.Asset.ApplicationExpert.name}}

So please log {{issue.Asset.ApplicationExpert}} value to see what it holds.

Toni Wittmann

Hello @Kalyan Sattaluri

thank you very much for your time and for your answer.

I never did a log action before in automations so I learned again something, thanks :-)

I hopefully put the log action one time before the if and a second time after the if. Unfortunately without success in both cases, so I think the values are not present in time when issue is created?!

Do you have any other ideas?

Thanks in advance!

Toni

2024-04-12 20_28_47-_jsonexport_log_Notepad++.png 2024-04-12 20_28_47-log_Notepad++.png

Kalyan Sattaluri_iinm1n

Yes. Thats a great point. Rule could be triggering before the SOR is getting updated and the rule does not have the value at hand..

Please add an action -> "Refetch issue" right after your first step and before the log statement and retrigger the rule by creating an issue.

Toni Wittmann

hey again and thank you again for that really quick answer Kalyan.

Refetching the issue does not help unfortunately. I did a second test with the log statement, only to ensure that at least something standard is logged :-) {{reporter.displayName}} works and gives me the name. But {{issue.Asset.ApplicationExpert}} stays empty.

Trying {{issue.Asset.Application}} or {{issue.Asset.Application.ApplicationExpert}} won´t help I think because issue.Asset already refers to the application.

As I mentioned we run datacenter. Can this be a reason. because cloud functionality is a bit more powerful I assume.

Toni Wittmann

perhaps I should/can use {{lookup.Objects}} instead of {{issue.Asset.xyz}}

Kalyan Sattaluri_iinm1n

Yes, looking at the docs here,

https://support.atlassian.com/cloud-automation/docs/jira-smart-values-insight/

can you try to log {{object.ApplicationExpert}}

Sorry I am also shooting in the dark now..

Toni Wittmann

hey Kalyan, you do not have to be sorry :-)

But it doesn´t work with {{object.ApplicationExpert}}.

I think in datacenter it does not work and your link is for cloud.

Thank you very much so far for your help and really good ideas.

I will have a few tries the next days. If one of them is successful, I will let you know :-)

Toni

Toni Wittmann

hello @Kalyan Sattaluri
how are you?

It is meanwhile solved. I didn´t do it with automation, BUT with a post function in the issue workflow. There you can select between ths options (screenshot) and I took the 2nd option and it worked great :-)

Have a nice day,
Toni

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