Service Project Automation - what Trigger to use for Work Items created from an automation rule?

Jodi Isaacson

It seems the "Work Item Created" trigger doesn't work for tickets that are created from an automation rule in Assets (only works if ticket is created within Jira or from email handler).

For example, we have an automation rule in Assets that creates a ticket in a service project when a contract (object) in Assets is 90 days from expiration.  I have an automation rule set up to automatically assign the request type based on text in the summary.  The automation rule only works if I create the ticket manually in Jira, or a ticket is created from email; it does NOT work if a ticket is created based on the automation rule in Assets.  

 

   

Andy Rusnak

Hi Jodi, 

I hope this post finds you well!  

I suspect the issue is related to the checkbox for the work item created rule not having the checkbox set for the 'Check to allow other rule actions to trigger this rule. Only enable this if you need this rule to execute in response to another rule.'.  

This option is set to be disabled by default to prevent potential run away automation rules from creating performance impacts. With this option off, if an automation rule creates a work item, it will not trigger the subsequent rule.  

To help confirm if this is the case, would you mind sharing a screenshot of: 

• The rule you have set up to check the Asset Objects (I assume you are using a scheduled A4J rule with a branch to run AQL, but I would like to confirm this). 
• The Rule Details section of the rule that should be triggered by the creation of the work item

Within the Rule Details of the second rule is where you will you find the checkbox to allow the rule to be triggered by other rules.  You can also just attempt to check that box, publish the rule and try to see if that resolves the issue.  However, I will note that allow other automation rules to trigger this one has the potential to create a throttling situation if you are not certain that the rules are configured correctly.  If there are any other rules for example that also might create work items in this project, those will trigger this rule too.  So you want to be mindful of enabling this to ensure that you don't run into any performance issues or throttling situations.  

Best,

Andy