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Creating an automation that applies during the creation of a request

Hi team,

I would like to create an automation that depends on input a requester provides as part of the initial request screen (when they create a request that then becomes a ticket in our Service Desk).

The automation should trigger the display of a specific page / form / confluence article (can be either of those) when a custom field is filled with a specific value (before the requester actually creates the ticket).

So far I ran into two issues:

- either the field, eventhough it is part of the screen in that project, is not available in the condition (Issue field) OR

- multiple option with the same name (even after I renamed the custom fields) are available but the automation then fails since "Found multiple fields with the same name and type"

My question now is, are there any best practices to create a workflow like this or any specific advice where I am going wrong here to cause this issue of the fields?


1 answer

1 accepted

2 votes
Answer accepted
Mikael Sandberg Community Leader Aug 30, 2022

Hi @Nicolas Greull,

Welcome to Atlassian Community!

So if the field is not available in a condition you can always use the JQL condition to query for the specific value you are looking for.

In the case were you have multiple fields with the same name the best practice is to use the customfield_12345 value instead of the name. You can find the custom field number if you go to Settings > Issues > Custom fields and locate the field in question and then click on the three-dot menu and hover over one of the menu options. The URL contains the number of the custom field. 

Thanks for the input @Mikael Sandberg

I figured out a solution using a Advanced compare condition with the customfield id, thanks for the hint!

I now got the automation to work but realized that I don't see any action that would trigger something to happen during the creation of the request (e.g. as soon as the requester chooses a certain value for field - something happens). Is this possible at all? Our goal is to display some information (similar to the knowledge base suggesting relevant confluence articles) if the condition si true potentially answering the question and avoid the creation of the request. Hope that makes sense!


Mikael Sandberg Community Leader Aug 31, 2022

No, an automation cannot run while the user is creating the request, it will only run once the request has been created.

Like Nicolas Greull likes this

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