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JIRA Service Management automation tool for custom field not reading empty

I have a custom field list of teams (i'll call it CFTeam)-- I am automating it based on the reporters field department it is auto assigned a CFTeam for issues created on the portal. Then it is sent to that team's queue.

If the issue is created inside JIRA then the agent can populate the CFteam field.

The rule is written:

At issue creation:

if CFTeam is not empty then create the issue

If CFTeam is empty then lookup reporter's department and CFTeam = (corresponding choice from CF Team list)


the audit log says it passes criteria one no changes... so it is not reading the CFTeam as "none."

Original creation had department auto assignment first and agent choice -- but then the reporter's department overwrites the Agent' choice and it ends up in the wrong queue.


We are currently on a trial basis for this tool, could that be impacting the logic?

1 answer

By default, rules run as the person who created the project. Alternatively, you can run rules as the person who triggers the rule. For example, if a rule responds to a customer, then you might want the comment to be from the agent who is working on the request, not from the person who created the project. In this case, you would want to set the Run rule as to User who triggered the rule. Make sure the person you choose has permission to complete all the actions taken by the rule.

Triggered by other rules: By default, rules can trigger other rules. In some cases, you might need to disable this to prevent two rules from triggering each other infinitely.

To change the default Run as user, go to Automation > Change default event user. Make sure the person you choose has permission to perform all the actions that you might try to automate in all your rules.



@John Mett Those settings are not affecting the rule; The question is why the project automation rule is not reading "Empty" Status of the field.  If there is no selection from the field have an empty value.

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