Why isn't my Automation Rule for Organizations working?

Question

I have created several organizations for the purpose of creating automation where certain team members are automatically assigned based on the organization that opens a ticket through the Customer Portal.

I must be doing something wrong, as when I look at the Audit Log, I see the following messages:

1) No Actions Performed

2) The following work items did not match the condition:

I have the following set:

WHEN: Work Item Created
IF: Field = Organizations, Condition = equals (in any order), Value = Company Name
THEN: Assign to Specific User, Select a User = Me

Any help would be greatly appreciated.

Bill Sheboy · Answer

Hi @Jon Owens -- Welcome to the Atlassian Community!

This could be a timing / racetrack error problem...

The Work Item Created trigger can start a rule before all of the data is available for the rule's use.  This can lead to rule errors or conditions not matching as expected.  The fix is to always add the Re-fetch Work Item action immediately after that specific trigger.  This will slow the rule a bit and reload the data before it proceeds.

Please try adding that action and re-testing.

Kind regards,
Bill

John Funk · Answer

Hi Jon - Welcome to the Atlassian Community!

Please include screenshots when seeking assistance with automation rules to include the full rule and then the audit log of when it runs. Thanks!

Tomislav Tobijas · Answer

Hi @Jon Owens ,

I'm not sure why condition is not passing. Can you try using the following conditions - Work item fields condition > select "Organizations" and for condition select "contains any of".

I've also used Assign work item action and it worked as expected.

Cheers,
Tobi