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Delete user from request participant via automation

Kevin Vancrutsen

Hello,

I want to create a rule that, when a ticket is created (via email), checks for and removes a specific user (with the ID: "62824878f0302e0068bc3cd3") from the "request participants" field (customfield_10027).

At one point, I managed to set it up, but it stopped working overnight, and I tried to find a solution without success.

Can you help me, please?

Accepted answers

John Funk

Hi Kevin,

Oftentimes this is a timing issue. Add a Re-fetch action immediately after the Create trigger. This gives the create function time to finish and you can verify that the Request Participants field is populated.

All comments

Marc -Devoteam-

Hi @Kevin Vancrutsen

Can you provide:

1. what type of project is this (e.g., company-managed, team-managed, etc.),

2. images that show your complete rule.

3. images showing the details of any relevant actions/conditions/branches.

4. images showing the Audit Log details for the rule execution.

Do you use an API request for this in the automation, if you do you can't user username anymore, just accountId

Kevin Vancrutsen

Hey Marc,

1. ITSM probably

2+3 here are the screen.

Capture d'écran 2026-05-26 124014.png

4.

To the best of my knowledge, no API is used in this workflow

Thank you in advance for your help

Rudy Holtkamp

Hi @Kevin Vancrutsen ,

It seems that the automation run, but that request participants is empty for DS-29540.

So there is no need to run it.

If that is not the case then, perhaps the request participants field is filled later than the automation runs. You then can change the trigger to 'field value changed', with a condition that is should contain the specific user.

I hope this helps,

Rudy

John Funk

Hi Kevin,

Marc -Devoteam-

In you example on the log screenshot, the condition fails, so the edit action is not even reached.

So check the condition.

Kevin Vancrutsen

hi @Rudy Holtkamp
Thanks for the reply; I see what you mean. To clarify, we’ve linked a global email address and are routing certain emails there to use the ticket creation system via the inbox. This means that when these tickets are created, the request participant is added after the ticket is created, which is why the trigger isn’t working.

Kevin Vancrutsen

Hey,

Thanks for the reply. I think we've found a solution with Rudy.

Kevin Vancrutsen

Hey John,
Good idea, I'll run some tests with this action.

Kevin Vancrutsen

Here is the resulat and it works, thanks a lot !
Capture d'écran 2026-05-27 094346.png

John Funk

Awesome - thanks for sharing the final working one.

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