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Automation Help "The following work items did not match the condition:"

alan.kehoe

Automation

On Creation of a work item, which I assume is a Change task, if the Change Request Type is one of the selected ones, then assign the ticket to a specific user.

I am getting "The following work items did not match the condition:" I dont know what work item it is not matching on, how can I determine what is wrong?

Accepted answers

Bill Sheboy

Hi @alan.kehoe -- Welcome to the Atlassian Community!

Please review the audit log details for the rule execution, and expand all the details with the arrows at the right side of the log. That will show which rule steps ran and the work items that did / did not meet the conditions.

You could also add Log actions to your rule before the conditions to see what values the rule "sees" in the fields: https://support.atlassian.com/cloud-automation/docs/jira-automation-actions/#Log-action

If that does not help, please post the following to provide more context for the community to offer suggestions:

what type of project is this: company-managed or team-managed
an image of your complete automation rule in a single image for continuity
images of any relevant actions / conditions / branches
an image of the audit log details showing the rule execution

Kind regards,
Bill

All comments

Bill Sheboy

Hi @alan.kehoe -- Welcome to the Atlassian Community!

If that does not help, please post the following to provide more context for the community to offer suggestions:

what type of project is this: company-managed or team-managed
an image of your complete automation rule in a single image for continuity
images of any relevant actions / conditions / branches
an image of the audit log details showing the rule execution

Kind regards,
Bill

Mikael Sandberg

Hi @alan.kehoe,

Welcome to Atlassian Community!

In order to help it would be useful if you posted screenshots of the rule and the audit log. Without those it is really hard to tell you what is wrong with the automation.

Regan Smith

Hmm, like the other folks mentioned, it’s hard to know what the automation problem is without seeing a screenshot. Giving it a shot in the dark:

On Creation of a work item, which I assume is a Change task,

Trigger being when a work item is created. I would check here to make sure all work/issue types are selected here so it doesn’t exclude any created

if the Change Request Type is one of the selected ones,

This would likely be a conditional filter, or branch, specifying the request type (no action would happen for the other request types).

then assign the ticket to a specific user.

Obv make sure the user exists/using the correct username!

Because the error message you received is regarding the condition, that would likely be that the condition set 1) doesn’t exist, 2) no action needed, 3) conditions may be set to exclude instead of include.

Upload a screenshot and it looks like there’s an army of folks willing to dig in deeper!

Dilip_ybbekx

Hi @alan.kehoe

Please provide more details on the project type and screenshot of the error message you are getting?

alan.kehoe

Screenshot 2025-05-16 at 7.08.17 AM.png Screenshot 2025-05-16 at 7.10.00 AM.png Screenshot 2025-05-16 at 7.09.14 AM.png

Regan Smith

Ah yes! So that means that your work item BAC-23289 didn't meet the requirements set in the automation to run. This means that BAC-23289's:

Issue type is not a "Change" issue type, or
the "Change Request Type" field is not "New Dashboard".

Based on the screenshot, I have a hunch BAC-23289 is a different issue type since the icon on the screenshots don't match (ie in the audit log, the work item's icon is an orange lock icon, but in the automation, the "Change" issue type has a purple double arrow icon.

Hope this helps - happy automating!

Bill Sheboy

Based upon your rule image, it uses the Work Item Created trigger...

That trigger (among others) has a "racetrack error" where the rule can start running before all of the data is available to the rule. This can cause errors or conditions not matching as expected.

The mitigation / fix for this is to always add the Re-fetch Work Item Data immediately after the Work Item Created trigger. This will slow the rule slightly and reload the data before the steps proceed.

Please add that action and re-test your rule.

alan.kehoe

Apologies, I didnt pick a ticket that met the criteria. I will create a new ticket today and send a screenshot

alan.kehoe

Screenshot 2025-05-19 at 7.49.11 AM.png Screenshot 2025-05-19 at 7.48.28 AM.png

alan.kehoe

You are a life saver the re-fetch worked like a charm. Good to know the rule was completing before the ticket had fully populated all the fields.

Bill Sheboy

Awesome; I am glad to learn that change solved it!

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