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I am trying to use requested participants via emailed tickets to send tickets to a project

I setup an automation in our service management project with the intention of automatically routing tickets to a separate project. Since users copied on the emails are added to the ticket as a requested participant automatically this seems like a logical approach. 

Trigger: When: Issue Updated

Condition: Request participants contains any of

Action: Create a new ticket in the different project

And: Link issue to most recently created issue.

I used the Issue updated trigger because it's my understanding that Jira creating the ticket then adding the requested participants from the email are two separate actions. When testing the process the only feedback the audit log send is no action was performed because the ticket did not meet the conditions even though the tickets are successfully being created with the correct request participants in the service management project. 

1 answer

1 accepted

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Answer accepted
Alex Koxaras Community Leader Nov 17, 2021

Hi @Matt Fishel 

You are on the right path! The only thing that got away from your attention (although you have spotted the audit log) is that Request participant field is empty upon issue creation! ;)

You have to re-fetch the data after the creation and then place your condition etc. That will work! Let me know of the progress!

Be well! 

Hey Alex,


Thanks for getting back to me! How would I re-fetch the data? 

Nevermind @Alex Koxaras I'm just blind. Thank you for your help! 

Alex Koxaras Community Leader Nov 18, 2021

@Matt Fishel sorry dude, but I wasnt online. Nice that you have find where the re-fetch action is! :)

Kindly mark my answer as accepted in order to help other in the community! Thank you!

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