Automation to compare changes in a custom field

[Denver Goldsteen]

Hello, 

I am trying to build an automation that compares changes to a custom field and then copies that change into the comments of a linked ticket. I have tried several methods but the rule copies all text in the custom field (not just the change).

[Kalyan Sattaluri]

Hello @Denver Goldsteen 

{{fieldChange.toString}} is the final state of the field.

You havent mentioned what type of field you are watching for changes but If its a Text field, like summary or description for example, then your {{fieldChange.toString}} will be the new value. Not the delta between what was there originally vs what is new.

So you are seeing expected results.

[Denver Goldsteen]

Hi @Kalyan Sattaluri

Thank you for your response.

Sorry, yes, I'm watching a custom text field for changes. Are you able to help with the correct smart value that will return the delta between what was there originally vs what is new? I'm quite new to this so any assistance is appreciated.

[Marc - Devoteam]

Hi @Denver Goldsteen 

I don't think this is possible, but I'm also questioning what that will bring you.

Brainwave here:

If your text field has a string like: This is the problem

And if I think this not correct, or even simpler. I forgot the "." at then end of the sentence and I edit the field to"

This is the problem.

Then you automation will add a comment to linked issues with the value ".", as this is then change.

What is the value in this, for the members handling the linked issues?

Also related to the automation limits on an instance.

[Denver Goldsteen]

Hi @Marc - Devoteam

The reason for this is we're trying to copy across Service/Software projects with limited JSM licenses.

In other words, the service project has a custom text field that is frequently updated with unique IDs that relate to a recurring issue, and then users on the linked (software) side are unable to view due to licensing constraints. So my thinking is to copy the new IDs (only) to the comments section on the linked software project.

The straightforward solution would be the ability to sync field changes across linked tickets/projects, but as far as I understand this isn't possible.

[Marc - Devoteam]

Hi @Denver Goldsteen 

You can also look into to the collaboration role that is available for licensed software or work management users, to be able to see JSM issues

See what-are-user-types-and-roles 

[Denver Goldsteen]

Thank you for your help with this. We've decided to simply copy comments across projects rather than changes to a specific field. 

[Marc - Devoteam]

Hi @Denver Goldsteen 

Can you share the rules you created and tried?

This will help us a community members to see if we can help you improve the rule you have or how to fix your rule.

[Denver Goldsteen]

[Denver Goldsteen]

also tried this with same results