JIRA Service Management automation tool for custom field not reading empty

Carla Ann K_ Rowland June 3, 2021

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)

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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.

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

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