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Configuring ITSM: Automation WHEN Incident resolved THEN create request type post incident review

Trevor Overstreet March 6, 2024

Hello All,

I need help in automation when creating a "new post incident review" request type once an "incident" is closed and then linking this request type to the parent incident issue type.

Current automation configuration:

WHEN issue transition = completed;

IF request type = report a system incident OR issue type = [system] incident

THEN create issue with request type "create a post incident review"

Also, we're limited in copying fields from parent when creating a request type vs. creating and linking an issue type. I attempted JSON but seeing an error when using a custom field, "affected services". I'm not sure if this rule should be built where it creates an issue type OR the request type. Either way I definitely need them linked with additional details

See attached

Screenshot 2024-03-06 at 9.22.22 AM.pngScreenshot 2024-03-06 at 9.22.17 AM.pngScreenshot 2024-03-06 at 9.42.24 AM.png


1 answer

0 votes
Trudy Claspill
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March 6, 2024

Hello @Trevor Overstreet 

When setting multiple fields with JSON you need to separate the fields with commas. Add commas at the end of the "assignee" and "reporter" lines.

Additionally as per this document you need to set the Assignee and Reporter fields using account ids, not names.


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