Problem Definition

Currently, the Issue field compare condition uses the Request Type name to compare its value against the one the ticket is using. This causes issues when comparing Request Types that have translations. More information can be found on (AUT-1869)

Suggested Solution

The full proof solution is to compare the request types with Id instead of name.

Workaround

Option 1: Compare the ID of the Request Type using the advanced compare condition against the following smart value: {{Request Type.requestType.id}} (or {{Customer Request Type.requestType.id}} for older instances). The Request Type Id can be obtained at the end of the URL when editing a Request Type.

For example: https://<instance>.atlassian.net/jira/servicedesk/projects/<project_key>/settings/request-types/request-type/*<request_type_id>*

Option 2: Use the advanced compare condition in combination with exactly matches regular expression to match the Request Type names using a regex like (value1|value2|value3|...|valueX).