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

0 vote
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.

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?

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.

Suggest an answer

Log in or Sign up to answer
Atlassian Community Anniversary

Happy Anniversary, Atlassian Community!

This community is celebrating its one-year anniversary and Atlassian co-founder Mike Cannon-Brookes has all the feels.

Read more
Community showcase
Julia Dillon
Posted Apr 17, 2018 in Jira

Tell us how your team runs on Jira!

Hey Atlassian Community! Today we are launching a bunch of customer stories about the amazing work teams, like Dropbox and Twilio, are doing with Jira. You can check out the stories here. The thi...

792 views 2 19
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you