Hey there.
Actually my first post here :-) we run JSM in DataCenter. AppVersion 5.12.3
To explain at first. I have an issue type, where users can select, for which application they need help. The choosable applications are Jira Assets (objectType "Application"). In every asset I have an attribute "ApplicationExpert" where I maintain the Servicedesk Agent (User).
So the application expert has a valid servicedesk agent licence, so I can assign issues to him/her
I know would like to have that an issue gets assigned to the application expert, when a ticket is raised and the relevant application has been chosen.
The if block with the JQL filter works well, I think it is the JSON statement.
I did not find out, how I can put in a user, that is linked in the ObjectType "Application" as "ApplicationExpert".
Can you give me a hint please?
Thank you very much and have a nice weekend :-)
Toni
Hello @Kalyan Sattaluri
thank you very much for your time and for your answer.
I never did a log action before in automations so I learned again something, thanks :-)
I hopefully put the log action one time before the if and a second time after the if. Unfortunately without success in both cases, so I think the values are not present in time when issue is created?!
Do you have any other ideas?
Thanks in advance!
Toni
Yes. Thats a great point. Rule could be triggering before the SOR is getting updated and the rule does not have the value at hand..
Please add an action -> "Refetch issue" right after your first step and before the log statement and retrigger the rule by creating an issue.
perhaps I should/can use {{lookup.Objects}} instead of {{issue.Asset.xyz}}
Yes, looking at the docs here,
https://support.atlassian.com/cloud-automation/docs/jira-smart-values-insight/
can you try to log {{object.ApplicationExpert}}
Sorry I am also shooting in the dark now..
hey Kalyan, you do not have to be sorry :-)
But it doesn´t work with {{object.ApplicationExpert}}.
I think in datacenter it does not work and your link is for cloud.
Thank you very much so far for your help and really good ideas.
I will have a few tries the next days. If one of them is successful, I will let you know :-)
Toni
hey again and thank you again for that really quick answer Kalyan.
Refetching the issue does not help unfortunately. I did a second test with the log statement, only to ensure that at least something standard is logged :-) {{reporter.displayName}} works and gives me the name. But {{issue.Asset.ApplicationExpert}} stays empty.
Trying {{issue.Asset.Application}} or {{issue.Asset.Application.ApplicationExpert}} won´t help I think because issue.Asset already refers to the application.
As I mentioned we run datacenter. Can this be a reason. because cloud functionality is a bit more powerful I assume.
hello @Kalyan Sattaluri
how are you?
It is meanwhile solved. I didn´t do it with automation, BUT with a post function in the issue workflow. There you can select between ths options (screenshot) and I took the 2nd option and it worked great :-)
Have a nice day,
Toni