JSM Automation rule issue with custom filed values

[Ramesh Balam]

Hello Team,

I have a query on automation rule for updating the custom filed values. Kindly find the Below query.

I have three custom fields one is "Application name", "application owner" and "application support". In that when I am going to raise a request, application owner and application support filed values are to be automatically updated when I am selecting Application name.

In that "application name" I have 27 values.

For your reference I am attaching the screenshot, kindly go through that and resolve my query as soon as possible.

We are waiting for your update.

Thanks,

Ramesh B

[Mikael Sandberg · Accepted solution]

The way you have configured your automation it would fail on your first condition if Business Application is not Atlassian Project App or Atlassian Ticketing System and all the other conditions are ignored. You need to change the conditions to be if/else instead for it to work.

[Ramesh Balam]

Hi, Mikael, Thank you for responding..

But here the first condition is successfully working well, when I am selecting okta App or Microsoft azure AD it goes fail.

[Mikael Sandberg]

Yes, your automation will not take action when you are selecting Okta App or Microsoft azure AD because the way your automation is configured. It will only take action if you select Atlassian Project App or Atlassian Ticketing System since that is your first condition. If one of those two values are select in your field it will edit the two fields, and then it will stop at your second condition. You need to use the if/else condition in order for the automation to take actions on any of the conditions that you have in the rule.

[Ramesh Balam]

Thank you, Mikael, it is working well for me.

[Karoline Rezende Ramos]

Hi @Ramesh Balam 
Can you share with us what error you get in auditlog?

[Ramesh Balam]

Hello Karoline,

I have attached two screenshots, one is ITS-12 it is successfully working when I am selecting Atlassian Project App or Atlassian Ticketing System. And second one is ITS-13 when I am selecting okta App or Microsoft azure AD, it doesn't work, it means second action in the same rule.