Can an automation be triggered from a hidden field in JIRA service desk using the plug in?

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"))



3 answers

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Joe Pitt Community Champion Aug 23, 2016

I believe the automation, like the users, can't see hidden fields. Simply leave it off any screen.

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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 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.

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