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Set value of hidden custom field on "Create Service Desk Request" using Automation


1. User creates Service Management ticket. Ticket has hidden field with default value (example: "Parent")
2. Automation trigger "When issue is created", then action "Create Service Desk Request" of same project/request type.
3. Create new ticket with that hidden field set to "Finance"


Attempted to use the More Options with JSON, but getting error that is unknown field.jira1.PNGjira2.PNG


1 answer

0 votes
Hana Kučerová Community Leader Jan 14, 2021

Hi @tan_tran ,

which type your hidden custom field have? Is it Group Picker (single group) or Select List (single choice) or something else?

It's just a text field.


1. Trigger: When ticket is created
2. Condition: If Request Type = $specificType
3. Action: Create Service Desk Ticket
   3a. Same request type/project


Is there a way to only create another service desk ticket of the same request type without causing a loop? Also how to set same reporter? Submit on behalf of forces us to choose a specific user.

I don't think for us setting the hidden field is really the issue. Just trying to prevent a loop of ticket creations.

Hana Kučerová Community Leader Jan 22, 2021

Hi @tan_tran ,

please check the rule's configuration item: Allow rule trigger. It this checkbox is unchecked, there shouldn't be any loop.

You can copy values of various fields from the original issue, something like this:


It is unchecked, and we're using the action: Create service desk request, not create issue.

Hana Kučerová Community Leader Jan 22, 2021



Please try to use smart value: {{reporter.accountId}}

Same request type

It seems to me it is not possible yet - you will need to use conditions like

  • if request type = A
    • Create Service Desk request with type A
  • else-if request type = B
    • Create Service Desk request with type B
  • ...
Like Ivan Bebek likes this

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