Issue Summary

Automation rules using the "Clone issue" or "Edit Issue" actions, cannot be published when you try to copy the Customer Request Type field using the Copy from ... function. It will fail with the message:

We won't be able to execute this rule
The selected rule actor doesn't have access to raise this request type. Give access to <User name> or choose a different rule actor.

As per the error message, technically it occurs because the rule actor does not have permission, not the individual triggering the rule.

• However providing all permissions to the actor, making sure it has Administrator role and SD user, it still showing the same error.
  • Granting users permission to raise requests doesn't automatically grant the rule actor the same access. Reference: Automation rules related to creating service management requests, including cloning, will not function if the rule actor lacks permissions: Restricted request types - Automations for restricted request types

Steps to Reproduce

1. Install a vanilla Jira instance with version v10.1.X onwards
2. Ensure that the rule actor (by default, admin) has the Administrator and Service Desk team roles in the targeted service project and is allowed to raise requests on the portal (this is all enabled by default).
3. In order to reproduce the issue, follow these steps:
   • Create a new automation rule with the manual trigger.
   • Add "Clone Issue" or "Edit Issue" component
     • From the dropdown "Choose fields to set," select the "Customer Request Type" field.
     • Use the first option, "Copy from Issue"
     • Click Save for the component
     • Try to publish the rule.

Expected Results

Publishing the rule successfully

Actual Results

Publishing the rule fails with the message:

We won't be able to execute this rule
The selected rule actor doesn't have access to raise this request type. Give access to <User name> or choose a different rule actor.

Workaround

1. Using the "Additional fields" section as per our standard documentation - Advanced field editing using JSON. Update the field with the following JSON snippet:

   {
       "fields": {
           "Customer Request Type": "{{triggerIssue.Customer Request Type}}"
       }
   }
   

   • This workaround will be valid when copying the field from the Trigger Issue
2. Another option is to use the exact request type, but this requires creating IF/ELSE logic to handle each request type in the rules

Important note about the workaround: make sure to remove the Customer Request Type field from the list of fields to set in the Clone action, otherwise the error will remain. The JSON payload will instead take care of setting this field.