Hi, I do have a team managed Jira Service Management project and wanted to make an automation rule which assigns a created work item to a specific user, based on the request type. But the rule is not run successfully, I always receive the info that "the work item did not match the condition" The work item was created via the portal, using a specific request type. I got an information that maybe the request types need to be based on a work item type to make it work, but I couldn't find an option to do it. Could it be, that in team managed projects, this is not possible?

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How to assign a created work item automatically based on the request type

claudia.hempel-delibasic

Hi, I do have a team managed Jira Service Management project and wanted to make an automation rule which assigns a created work item to a specific user, based on the request type.

But the rule is not run successfully, I always receive the info that "the work item did not match the condition"

Screenshot 2025-05-15 114725.png

The work item was created via the portal, using a specific request type.

I got an information that maybe the request types need to be based on a work item type to make it work, but I couldn't find an option to do it.

Could it be, that in team managed projects, this is not possible?

Accepted answers

Trudy P Claspill

Hello,

I discovered that with a Team Managed Service Management project you need to use Issue Type rather than Request Type.

Screenshot 2025-05-19 at 4.24.21 PM.png

In Company Managed Service Management project the items have both "issue type" and "request type", and the latter are associated to the former.

In Team Managed JSM projects when you are in Project Settings they show only "Request Types" and there is no requirement for both Request Types and Issue Types, as in CM JSM projects.

However it is a fundamental requirement of Jira that all work items have a value for "issue type".

I used the information here to output all the fields associated with a TM JSM issue. I found that the "request type" value was stored in the field named "issuetype"

Screenshot 2025-05-19 at 4.29.28 PM.png

All comments

Valerie Knapp_dpp5c6

Hi @claudia.hempel-delibasic , welcome to the Atlassian Community and thanks for your post.

Have you tried with just one Request type?

Have you tried just with the trigger of work item creation to assign something to the user? This would be test of whether there is something in the condition that the automation doesn't like.

I don't see why this shouldn't work but if you can try these other tests and share your feedback, we can try to offer other suggestions.

Best wishes

claudia.hempel-delibasic

Hi @Valerie Knapp , thanks for your answer.

I updated the rule and only added one request type:

Screenshot 219.5.2025_6.png

But I received the same error message in the audit log:

Screenshot 19.5.2025_7.png

And then I tried to remove the condition regarding the request type, and then the automation did work and automatically assigned the ticket.

Screenshot 19.5.2025_4.png Screenshot 19.5.2025_5.png

So it seems that it really has something to do with the request type, but I don't know what is wrong there?

Julia Watson-Clarke

Hi Claudia,

You say you're using a Team Managed project. Is the automation ule set up in your Jira Service Management project or your Team Managed project?

Some automation rules may not be compatible with the project you're using. Request Type is related to JSM. So I think you need the rule set up in JSM and to configure it to assign users in other projects using a branched rule.

Let me know which project the rule sits in and I'll see if I can explain further.

Thanks,

Julia.

claudia.hempel-delibasic

Hi @Julia Watson-Clarke , thanks for your reply! I created the automation directly in my Jira service Manamgent project "Marketing TEST". For the creation of the project I used the template Service Management - Marketing service management.

Screenshot 19.5.2025_9.png

Screenshot 19.5.2025_8.png

Colton.Kosicek

I would suggest to go into your admin panel for work type field. Check the spacing on the items. Sometimes silly spaces are added at the end of an option and Atlassian doesn't trim them off automatically. - try that

Valerie Knapp_dpp5c6

Hi @claudia.hempel-delibasic , I was searching in the documentation if there are any exceptions for team-managed projects and this is all I can find - https://support.atlassian.com/jira-service-management-cloud/docs/how-do-when-if-and-then-statements-work-for-automation/

Can you test / try please, instead of the 'request type' condition, to use the JQL condition? I wonder if the automation rule doesn't find the 'request types' as they are a configuration specific to the team-managed project / not available / visible in the wider Jira instance.

If we need to call in reinforcements, there are other Community Champions I can mention in this post, but please can you try this first?

Cheers

Trudy P Claspill

Hello,

I discovered that with a Team Managed Service Management project you need to use Issue Type rather than Request Type.

Screenshot 2025-05-19 at 4.24.21 PM.png

In Company Managed Service Management project the items have both "issue type" and "request type", and the latter are associated to the former.

In Team Managed JSM projects when you are in Project Settings they show only "Request Types" and there is no requirement for both Request Types and Issue Types, as in CM JSM projects.

However it is a fundamental requirement of Jira that all work items have a value for "issue type".

I used the information here to output all the fields associated with a TM JSM issue. I found that the "request type" value was stored in the field named "issuetype"

Screenshot 2025-05-19 at 4.29.28 PM.png

Valerie Knapp_dpp5c6

Thanks for this @Trudy P Claspill . It would be useful, however, if this was reflected in the documentation, what limitations there are for team-managed automations. I am going to try to ask in our slack if anyone in Atlassian can help with this.