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How to automatically assign work item based on Request Type

ivan_xco2t1

Hi guys,

I'm trying to assign a work item based on Request Type.

I already set up an Automation Rule, but it seems the system doesn't know the request type at the moment of work item creation.

The strange thing is that I assume that this automation should be really easy, but it matches my condition only when I set "Request type - is empty"

Accepted answers

ivan_xco2t1

Thanks everyone for answers, I solved it by myself. I added custom field in each Request type and set the default value for each of them. Then I use this custom field instead of original Request type in automation rule and it works.

I'm sure that it shouldn't be like this, but I don't have enough time now to look for better solutions

All comments

Enric Font_9rmi2h

Dear @ivan

No automattion rule is needed for that.

In the request type form configuration add assignee field and set it hidden with the value of the assignee you want

Piotr Smialek

maybe try to change trigger to issue transitioned, or add post function - Use Post-functions on the Create transition: select Update Issue Field, set assignee then publish

ivan_xco2t1

@Enric Font I tried, but this block doesn't roll out

Nathan Vital

Hi @ivan

Regarding the Issue Assignment: check what other options you have on your third term where you're defining the "Edit Work item Fields" action.
Automation usually have it's own "assign issue" action

Now, regarding this part "I already set up an Automation Rule, but it seems the system doesn't know the request type at the moment of work item creation. " do you have more information about this?
Are you trying to assign the issue before creating it? Or Right after creating it?

Are you allowed to send us the project issue-types and the Customer Request Type/ issue creation form that's being used?

ivan_xco2t1

Bill Sheboy

Hi @ivan

This symptom may be caused by a known, long-standing, racetrack timing problem with the Work Item Created trigger (among others). That is, the rule starts running before the work item is in a stable state with all data available...leading to unpredictable condition results, errors, etc. Atlassian knows about this defect, stated they are making architectural changes to address it, and with no known release timeframes (as of early 2025).

The mitigations for this defect are:

Immediately after the Work Item Created trigger, always add a Re-fetch Work Item Data action. This will slow the rule slightly, and reload the data before the next rule step.
And, never use the new feature to add conditions directly to triggers. As the data could be incomplete, the condition results will be unpredictable. Instead, always add separate conditions after the re-fetch action. (There are several other reasons not to use conditions on triggers; the racetrack timing problem is only one of them.)

And, for people reading this with Premium or Enterprise license levels, please note the Delay action will not help mitigate this defect. Delay only pauses a rule's processing and does not reload data...which is why the Re-fetch is needed.

Kind regards,
Bill

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