Problem with Automation rule not being triggered

Question

We have defined an automation rule, which should trigger when a Work item is created, and if it matches a Work item fields condition on the Request Type.
When we create an Issue from the Jira portal with the correct Request Type, the Rule triggers. However, when we create an Issue through the SOAR with the correct Request Type, the rule matches the Work item created, but not the Work item fields condition. From the rule audit logs, we the message: "The following issues did not match the condition:".

We cannot understand why the condition is not matched, since the Issue contains the required Request Type.

Marc -Devoteam- · Answer

Hi @Giovanni Da Rold

To me this seems that the field Request Type is not set on issue creation using the create button or API related create action internal.

Do you use a specific issue type for this type of request?

The SOAR does this use API to create the issue, my expectation is Yes. Then the issue is made via the backend.

What call is made?

So either you change the condition to the issue type that is used. for the request type that is used, or you need another validation.

Trudy P Claspill · Answer

Hello @Giovanni Da Rold

As a test I recommend that you add a Log action before the Condition. In that Log action print out the value of the Request Type field from the trigger issue. That will print the value into the execution log and you will then be able to confirm that the field is set correctly by SOAR.

Giovanni Da Rold · Answer

Hi @Marc -Devoteam-

Yes sure, I didn't know. Below there are information required. The Issue MSSP-44 is the portal-created, for which the rule works, whereas the MSSP-56 is the Issue created via SOAR. Both issues present the Request Type with value "Security Incident".