Create service request action in Automation not loading all request types / search not working

[Philipp Schäfer]

Hello Community,

after the creation of some request types in a service management project, we wanted to let them be created on a schedule. 

Therefore we went and created an automation with the action "Create service request". 

For the newly created request types the search does not work and it looks like only 50 entries are shown. Since the search is not working correctly the newly created request types are not able to be selected. For the first request types we were able to scroll down the list of available request types and found them. But for the remaining ones not in the preloaded list, the search does not work.

Is this a bug?

Kind regards

Philipp

[Mark Segall · Accepted solution]

Hi @Philipp Schäfer and welcome to the community!

My gut tells me that you're running into automation processing constraints, but can you please share a screen shot of your rule so we can have a little more insight into what's happening? 

[Philipp Schäfer]

Hi @Mark Segall ,

thanks and sure:

First the already created request type:

Now the automation

And now the search for the request type. Also not available in the dropdown when i dont search with letters.

I hope this helps :) 

Kind regards

Philipp

[Mark Segall]

Thank you for the added context.  So, if I'm understanding correctly, your project has more than 50 request types associated with it and you're thinking that because of this, you're not able to select the desired request type.

I haven't worked with projects having that many request types, but I believe the 50 count is only limiting what's displayed, not search.

Can you verify that the desired request type is available to associated with a portal group? 

[Philipp Schäfer]

Thank you for the hint.

Indeed this helped bring it up in the search. Now i can associate it with a portal group, create the automation and then clear it off the groups again and it works. (We dont want to show these request to the portal)

Thank you for the idea :) 

[Mikael Sandberg]

This is a known issue, I ran into this about a year ago and Support verified it. The workaround until the Automation team fixes it is to use a JQL instead to get the request type. I also noticed from my own testing that if you create a dummy request that would also allow you to see all other request types.