Automation creates the new issue but note copy the custom fileds from the trigger issue

[Guilherme Teodoro]

Hello. I'm creating an offboard cross area portal. The process begins with the pre-offboard, which is completed in the customer portal by the area leader. At the end of the pre-offboard process, I implemented an automation that generates an issue for the HR area. The issue is generating correctly, but it is not importing the fields from the initial ticket.

EX:

issue A has those Fields: Name and Area

Issue B has nop fields at all

[Pier-Olivier Tremblay · Accepted solution]

Hi Guilherme,

Couple of things to check :

Fields configuration : are they available in the HR project for this particular issue type ?

Screens : are the fields added to the issue view/modify screen of the HR project ?

Hope this helps,

PO Tremblay

FMX Solutions - Gold solution Partner

[Guilherme Teodoro]

Hi Pier, the new issue has the fields add even to his request screen, if you create it manualy they have the field name, but they cant import from another. Can you please help-me?

[Pier-Olivier Tremblay]

Hi Guilherme,

Next steps :

On one of the HR tickets, click the three dots at the top right and then click on "Find my field". Select your field in the dropdown and it'll tell you if there is a configuration error. Also, if the field is empty it will tell you.

If there is a configuration error, please fix it and test. 

If the field is empty, can you take a screenshot of the audit log for the last execution of your automation rule?

[Guilherme Teodoro]

Hi Pier. By following the steps you show i manage to copy the fields to the new issue. Thank you very much my friend.

[Pier-Olivier Tremblay]

Glad it's working!

Have a nice day!