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Automation rule that updates a user picker field


I want to know if it is possible to create an automation rule that updates a user picker field with the name of the last person who commented the issue ?

This person could be a non-licensed user who is added in the organization and therefore can see the ticket in customer request view.


2 answers

1 vote
Mathew Lederman
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Sep 21, 2023

@Gueroihi Anas You should be able to do this with Smart Values

When Issue Commented

Set [Your Field] = {{}}

Since you're using a user-picker field you can't just show the last name. If you want to use a text field you could do {{}}

0 votes
Joseph Chung Yin
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Sep 21, 2023

@Gueroihi Anas -

Welcome to the community.  In addition to @Mathew Lederman mentioned of using smart value to obtain last commented author information, can you provide more information on your meaning of "user picker field"?  Are you referring to "Requested participants" field?

I don't believe you will need an automation rule to achieve what you wanted as long as you use the "Requested participants" field -

In case you want to learn more about Smart Values - Here is a reference link below:

Please provide us with your information, so we can further suggest a solution for you.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

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