I am trying to automate a service desk ticket to be automatically assigned to an agent based on the criteria below however, my automation is not triggering.The HELP Category is a hidden field that is automatically set to rostering once a reporter submits a ticket.
issuetype = "Help Desk Request" and HELP category= Rostering AND School in (cascadeOption("Connecticut"), cascadeOption("Washington D.C."), cascadeOption("Georgia"), cascadeOption("New Jersey"), cascadeOption("New York"), cascadeOption("Pennsylvania"))
I think there is a syntax error in the JQL above, HELP category should be quoted as "HELP category", automation might not be triggered because of this.
Thanks Joe, but that is not my question.
My automation to assign a ticket based on the above criteria is not triggering when using a hidden field. Are hidden fields able to be triggers for automations?
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I believe the automation, like the users, can't see hidden fields. Simply leave it off any screen.
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