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Automation task to add watchers isn't working

Stephen Solomon May 3, 2023

Hello,

I've created a simple rule that is supposed to check the value in the field "Reporter's Location" and assign managers as watchers. I'm using the Azure AD Attributes app to pull this data from AD, and it's correctly filling in the data in the ticket view. The attached image shows the rule structure, and I have a branch in the rule for each location.

The audit for the rule says the field doesn't match what's there though. I've tried using "contains" and "equals" with no success. Any ideas?

Thanks,

- Stephen

ticket.pngwatcherrule.png

 

2 answers

1 accepted

2 votes
Answer accepted
Stephen Solomon May 3, 2023

Nevermind. Forgot that watchers can't be customers. Please disregard!

Jack Brickey
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
May 3, 2023

Yep. Make them Request Participants.

0 votes
Jack Brickey
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
May 3, 2023

Hi @Stephen Solomon ,

in your issue view screenshot I see PRI in the reporters location. Your rule conditions on BBR. But maybe I'm missing something. If that is not the cause, then, could you please share the audit log for the rule when it triggers?

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