Request Type Showing "No Match" in the Ticket

[jakeeryasmin]

Hello Team,

Automation rule for adding the “Request types” are set in Jira core UI whenever a ticket is created. But for some reason this rule is not getting executed and “Request type” shows as "No Match" for few tickets(Issues). Am I missing any other settings?

Any Suggestions will be helpful.

Thanks,

[Jeroen Poismans]

Hi!

Is the rule not triggered OR is it going in error state, not setting the Request type, that's an important difference here.

Can you share your rule configuration?

Jeroen

[jakeeryasmin]

[jakeeryasmin]

Hello @Jeroen Poismans ,

Thank you for the answer.

The Automation rule is working fine. The same rule is automated for all tickets but few are tickets are not getting executed. Please find the attached screenshot which is having same rule. One ticket showing success and other one ticket showing not executed.

Please look into the shared screen shot above.

Thanks,

[Jeroen Poismans]

Hi,

Some follow up questions:

• The issue where it works and doesn't work, are they in the same project (I think yes base on the screenshot).
• Can you show the (relevant) fields of both issues in an issue filter? (key In (key1, key2)). Show the key, issuetype, channel, request type ...

Just trying to narrow it down.

Jeroen

[jakeeryasmin]

Hello @Jeroen Poismans ,

Please find the Screenshot with the requested details.

 

Thanks,

[Jeroen Poismans]

Sorry, I should have been more clear.

What I would like to see:

• An issue where it doesn't work and where it does work:
  • Key
  • Issuetype
  • Request type
  • Channel
• Request type setup (in project settings)

Because your screenshot shows different channels (automation rule only takes jira into account), would be related to that.

Jeroen

[jakeeryasmin]

Hello @Jeroen Poismans ,

The Key is -JIRA-624, and JIRA-629.

Issue Types are -"Service Request" and "Incident".

Request Types are- "Service Request" and "Incident".

Channel- We are getting tickets from Jira, Portal and Unknown.

Thanks