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How to assign summary text to affected service using automation?

Hi all,

I am trying to make an automation rule that will edit my 'affected services' field so that the service set is one that has the same name as the summary - see below:


Just as some background, we have set the ticket's summary to be the exact same name as the affected service we want to be associated with the ticket (i.e the desired value of affected service field). However, this does not work and has error "Error while parsing additional fields. Not valid JSON".

Is my syntax wrong or am I going the wrong way around achieving what I want?

Many thanks!

3 answers

Hi @Aaron Monilal 

Please try to add some quotation marks around the name and summary smart values to see how that helps.  The resulting names of the field and summary may parse to cause the error.

    "fields": {
        "customfield_11633": "{{issue.summary}}"

Best regards,


Hi @Bill Sheboy

I have tried this method but the automation rule's audit log says this errors with message the same as above.


Hi @Aaron Monilal 

My bad; I see from above that you note this is a multi-group picker field, so the syntax is different with JSON. 

First, we need to learn what the attributes (smart values) are for this field.  Please find an example issue with data in this field.  Then use the steps in this documentation to find the smart values.  Essentially you use this URL and search for your field name, and then look at the structure:


Next, you can change the JSON to match the smart value structure, replacing "id" with your smart value name.  For example,

    "fields": {
        "customfield_11633": [ { "id":"{{issue.summary}}" } ]

Hello @Aaron Monilal 

What is the field type for your Affected Services field?

Hi @Trudy Claspill,

My affected services is a multi group picker that comes from OpsGenie. A service can be set from the main navigation bar under 'Operations'.

This is all I know of it, but hopefully you have all the details that you need?


0 votes
John Funk Community Leader Apr 22, 2021

Hi Aaron,

Why happens if you select the Summary field from the Choose fields to set dropdown, and then click on the Copy value from option? 

Hi @John Funk

Using that method, it allows me to set some free text, or copy from the current issue (the ticket with the title I am trying to set to my field is made via an automation rule).

I tried using smart values to set {{issue.Affected Services}}: {{issue.summary}} but this didn't work.


John Funk Community Leader Apr 23, 2021

Following the path I suggested should still work. What doesn't work about it if you try it? 

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