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Automation request participant

Kevin Vancrutsen

Hello,

I am unable to get the automation rule to work. Could you please help me find a solution?
Here is a summary:
When a ticket is created, I want to check for the presence of an account/email address in the ‘Request participant’ field ‘test#xxx.com’. If the address is present, then add 3 other people to the ‘Request participant’ field.
Sans titre 3.jpg

Accepted answers

Bill Sheboy

Hi @Kevin Vancrutsen

What does not work as you expected? And, please post an image of the audit log details showing the rule execution.

Until we see those...

When using the Work Item Created trigger, I recommend always adding the Re-fetch Work Item Data action immediately after the trigger and before other rule steps.

There is a known timing problem with this trigger and the rule may not have the work item data fast enough when the rule starts. This can cause errors and incorrect condition results. Adding the re-fetch will slow the rule slightly, reloading the data before the steps proceed.

Kind regards,
Bill

All comments

Bill Sheboy

Hi @Kevin Vancrutsen

What does not work as you expected? And, please post an image of the audit log details showing the rule execution.

Until we see those...

When using the Work Item Created trigger, I recommend always adding the Re-fetch Work Item Data action immediately after the trigger and before other rule steps.

Kind regards,
Bill

Kevin Vancrutsen

Hello,
Despite the rule being active, I created a test ticket with the address copied from an email sent to the automatic ticket creation box. The email is present in “Requests participants,” but the rule determines that it does not need to be processed because it does not meet the conditions.
Capture d'écran 2025-10-30 090656.png
Is there something I missed in the flow conditions?

Bill Sheboy

Thank you for that image, @Kevin Vancrutsen as it confirms the condition was not met.

Please try adding the re-fetch action I described after the trigger and re-test your rule.

Josh Drake_b04nnb

@Kevin Vancrutsen I have recently learned about the behavior of the request participant field, and wanted to offer some help.

To begin, when a request is made, the actor will populate the Reporter field. request participant is more so a field for additional external actors.

it would be helpful to add the action: "log action" before your condition, so we can see what value is in the field "request participant."

To find the id for this field, select the brackets in the textbox of log action, and type request participant. In my instance, it is customfield_10033. Then, enter: {{issue.customfield_xxxxx.emailAddress}}. this should return the email of any request participant, but I suspect in your case it will return empty.
The following condition mimics the one you provided, but with smart values.

As Bill said, start by re-fetching work item data.

Then, check the Reporter field for your desired user.

Then, edit work item field "request participant" and add your specified users.
*the standard way of doing this will overwrite existing participants, so I included the proper JSON to add them. You will need to obtain the account IDs, which I linked a guide about below.*

{
"update": {
"Request participants": [
{
"add": {
"accountId": "ACCOUNT_ID_1"
}
},
{
"add": {
"accountId": "ACCOUNT_ID_2"
}
},
{
"add": {
"accountId": "ACCOUNT_ID_3"
}
}
]
}
}

how to find an account ID

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