Using automation to create the Problem record in JSM makes record with "ticket category" empty.

Question

While creating Problem record in JSM using automation ticket category field is empty. That prevents the record to show up in the Problem Queues.  Cannot find Ticket Category field anywhere in the system, and it's not available in the automation so i can set it up properly.

Please help!

p.s. Jira/JSM cloud version

Bill Sheboy · Answer

That is curious you can use JQL to select those work items with a value in "Ticket category" and it is not supported by rules.

Where was that field created: a custom field, a marketplace app, something else?

If you identify an example work item with a value in "Ticket category" and then use that how-to article to find the smart values, do you see the field in the results?

* identify a work item with a value in your field, "Ticket category"
* when logged into JSM, open another browser tab
* enter your URL and the search item

yourJirURL/rest/api/3/issue/yourSearchItem?expand=names

* Search on the page for your field, such as with CNTRL-F (find)
* If found, note the custom field ID to use in your rule when creating the work item

igor_rivin · Answer

Hi Bill, Thank you so much for getting back to me!

I tried to follow, but, i guess, that's the issue that that field does not exist and not being recognized.

However, when i look at the default Queue for Problems, or trying to create the new one, i see the note on the Queue Edit screen:

Queue filter

The queue filter determines which issues appear on all views in this queue. All queues are filtered to your
current project: "Project 1 - Company Managed template".

This queue is already filtered by project = "Project 1 - Company Managed template" AND "Ticket category" = "Problems". Learn more

And that "Ticket category" is just not visible anywhere, regardless tool i use. That is not custom field. that's for sure.

Apparently, when record is created via rules, that filed is empty, thus records are not displayed in the Queue, nevertheless, they are created and visible if i look through  filter and include the "Ticket category" = Empty.

Thank you again for your input.

Bill Sheboy · Answer

Hi @igor_rivin -- Welcome to the Atlassian Community!

Unfortunately, all possible fields are not shown in the dropdown lists in automation rule Create Work Item actions.

I recommend two things to determine if your field can be set:

* Use this how-to article and confirm if the field is supported by rules, and what its smart value (or custom field ID) is.  The essential steps are to use a browser tab to lookup an example work item with your field, and then search on the JSON results to confirm it is present.* https://support.atlassian.com/cloud-automation/docs/find-the-smart-value-for-a-field/

* If the field is present, you can likely set it using a JSON expression with advanced edit.  That field seems to be a single-select, option field, and so the syntax is likely this, where you would substitute in your custom field ID:

{
  "fields": {
    "customfield_12345": {
      "value": "your category selection"
    }
  }
}

Kind regards,
Bill