Using Automation to add non-JSM agents as Request Participants to a JSM work item

Alexander Wildes Jr

Hello,

I currently have an automation that automatically adds a non-JSM agent(manager) as a REQUEST Participant to view a ticket that is created.  That worked perfectly.  Automation is triggered when a ticket is created and if the ticket meets a criteria (field match of certain words from the form of the the ticket).    Once the ticket matches the criteria the automation will add a customer (non-agent) and send an email.    This automation in this state worked just fine.  However, we have since moved (migrated) the project to a new jira cloud instance.  The New Jira Cloud instance refers to the JSM tickets as Work Items and not Issues.  The automation no longer works in that the automation is triggered but it is now ignoring the addition to the Request Participant field.  

Please help.    Now, the request Participants field seems to be a customfield.  Is this possibly the issue? But again, the automation works perfectly in another Jira Cloud instance.    Any advice would be greatly appreciated.

Thank you

Kai Becker

Hi @Alexander Wildes Jr 

looks like that Automation isn't able to find the field and populate it.
Could you check that the Requests participants field is on the Edit Screen 

Also you could try the permission helper and check it the role actor of the rule is able to edit this field on the current work item WIS-31023

The new naming (switch from issue to work item) should not be a problem here, but you could try to recreate the whole rule and see if there was anything wrong in terms of configuration values.