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Help With Approver Automation

Levi Stone

Hello,

I am working on an automation rule that will auto set the approver for specific requests. I had this working at my previous company but for some reason I can't get it working at my new one. I have the workflow set to "Include Approval Step" and the rule is Trigger "When:Work item created" -> Request Type equal "specific app" -> Then: Edit work items fields Approvers and Request participants.

I keep getting the error message:

Edited work item successfully, however some of the set fields aren't available. Fields ignored:

Request participants (customfield_10038), Approvers (customfield_10003)

Any ideas on what I am doing wrong here?

Accepted answers

All comments

John Funk

Hi Levi - Welcome to the Atlassian Community!

Make sure those fields are on the Create and Edit screens.

Christopher Yen

Hi @Levi Stone ,

Welcome to the community!

For the request types you're automation is running on can you see the Request participants and Approvers field on the layout / issue view? I would make sure those two fields are on the screen

Bill Sheboy

Hi @Levi Stone -- Welcome to the Atlassian Community!

Yes, and...to the suggestion from @John Funk

The Work Item Created trigger has a timing problem where it can start a rule so quickly some data may not be available yet; the work item could even be in an unstable state, leading to strange errors.

I recommend always adding the Re-fetch Work Item Data action immediately after this specific trigger. That will slow the rule slightly, reloading the data before the steps proceed. Doing this will confirm if the cause is timing or something else.

Kind regards,
Bill

Levi Stone

@Bill Sheboy @John Funk I verified that the fields were in the Create and Edit screens and added the Re-Fetch Work From Item Data action and now it says it succeeds but it fails to actually add the approver and requested participant. The audit just says " The following work items did not match the condition:" I know it something staring me straight in the face but i'm at a loss.

Bill Sheboy

Please post images of your current, complete rule and the audit log details showing the rule execution. Those will provide context to help explain what is happening. Thanks!

Levi Stone

Screenshot 2025-07-08 at 3.00.48 PM.png Screenshot 2025-07-08 at 3.02.17 PM.png

Levi Stone

@Bill Sheboy thank you for taking sometime to look at this.

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