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  1. Jira Service Management Cloud
  2. JSDCLOUD-15087

(JSM) When a customer with the default language selected as anything other than English creates a request from the portal, the Automation rule is not able to translate Request Type and performs no action.

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      Issue Summary

      When a customer with the default language selected as Dutch (or anything other than what is default in the site) creates a request from the portal, the Automation rule is not able to translate Request Type and performs no action.

      This happens even if the rule is running with the Automation user.

      Steps to Reproduce

      1. Configure Request Types of a project with the language set to English.
      2. Translate the name of the Request Type to Dutch.
      3. Create an Automation rule with the condition in which the above Request Type is selected.

      Expected Results

      The Automation rule work successfully

      Actual Results

      When a customer creates a request from the portal of this Request Type, the Automation rule will fail

      Workaround

      • You need to use the automation condition as "Advance Compare Condition" instead of "Issue Fields Condition".
      • Add "issue.Request Type.requestType.id" in First value and request type id in second value. You can refer to the below screenshot.
      • To get the request type id go to Project settings >> Request type>> open the request type >> copy the last number shown in your URL.

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            [JSDCLOUD-15087] (JSM) When a customer with the default language selected as anything other than English creates a request from the portal, the Automation rule is not able to translate Request Type and performs no action.

            Gaurav Arora made changes -
            Remote Link New: This issue links to "Page (Confluence)" [ 1003259 ]
            Gaurav Arora made changes -
            Status Original: In Progress [ 3 ] New: Waiting for Release [ 12075 ]
            SET Analytics Bot made changes -
            UIS Original: 83 New: 95
            Sandeep Ravichandran made changes -
            Due Date Original: 31/Mar/2025 New: 04/Apr/2025
            SET Analytics Bot made changes -
            UIS Original: 76 New: 83
            SET Analytics Bot made changes -
            Support reference count Original: 59 New: 60
            SET Analytics Bot made changes -
            Support reference count Original: 58 New: 59
            SET Analytics Bot made changes -
            UIS Original: 69 New: 76
            SET Analytics Bot made changes -
            UIS Original: 62 New: 69
            SET Analytics Bot made changes -
            Support reference count Original: 57 New: 58

              d5e97a3bd9ce Gaurav Arora
              3033da771e98 Ashutosh Sharma
              Affected customers:
              81 This affects my team
              Watchers:
              88 Start watching this issue

                Created:
                Updated: