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Add a request participant from the Watcher/CC field from customer portal

Nikola Perisic

Hey all!

I am creating an automation rule in the JSM project and here is my goal: Whenever a customer raises a request and they add someone to the Watcher/CC field, they need to be added as a request participant automatically.

Screenshot 2024-05-13 at 09.27.58.png

When I test this and indeed add myself to the Watcher/CC field on the customer side, the request participant is not filled. Am I missing something?

Accepted answers

Kai Becker

Hi @Nikola Perisic

could you give a little bit more detail on the fields?

What type of field is the Watcher / CC? Text, User picker? Multi or single user?
How do you edit the Request participants? Add new values? Set field to value from Watcher / CC?

Does the participants field change in any way? For example will everything be cleared after running the rule? Is there any error in the audit log?

Usually I would say it's something related to content mismatch.

All comments

Kai Becker

Hi @Nikola Perisic

could you give a little bit more detail on the fields?

What type of field is the Watcher / CC? Text, User picker? Multi or single user?
How do you edit the Request participants? Add new values? Set field to value from Watcher / CC?

Does the participants field change in any way? For example will everything be cleared after running the rule? Is there any error in the audit log?

Usually I would say it's something related to content mismatch.

Nikola Perisic

Hello @Kai Becker

This is a user pick custom field - single user
Right now, editing needs to be added from the value of Watcher/CC which is actually been set

Screenshot 2024-05-13 at 09.52.04.png

From the logs, it saying that the condition is not matching.

Pavol Gočal_66ch29

Hello @Nikola Perisic ,

as @Kai Becker is already helping you with automation, I would suggest a different solution for this problem.

You might consider digging into issue workflows and use "Set issue field" post-function on "Create" transition.

In "Set issue field", you can check if the "Watchers" field has value. If so, you can then set "Request participants" with values from "Watchers" fields.

Kai Becker

Thanks for the update. If the condition is not matching, it could be a timing issue.
You could try to re-fetch Issue data as action, before the condition.

As there are two conditions, which one fails?

Type Email Requests might be a problem, as I think it is the fallback for emails sent to the mail handler and might not be available in the portal?

Nikola Perisic

No problem, I've managed to fix the issue, I had a double automation that was doing the similar things. I believe when you have automation rules to do the same thing, one will work, one won't?

Thanks for help @Kai Becker

Nikola Perisic

Hi @Pavol Gočal

Thanks for the recommendation, however we wanted to accomplish this goal using the automation rule.

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