Adding Work via Workspace Rules

I am unable to automatically add items to a workspace via workspace rules. I have several tickets that should be getting added to workspaces when they are updated, but they only seem to add when I manually run the add rule.

In line with this article, I am under the impression I can automatically add items to workspaces. Is there any way to do this through the workspace or through an API endpoint? This is a necessary feature for my team. 

Asked by Naseem Benjelloun on Wed 4/24/24 12:16 PM
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Answers (3)

This answer has been marked as the accepted answer
Mark Sayers Wed 4/24/24 1:29 PM

Hello Naseem,

Can you provide a sample ticket ID, its app ID, and the workspace and rule name that this should be getting added to automatically?

Sincerely,
Mark Sayers
Sr Support Consultant, CS

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Hi Mark, yes!
Ticket 12232857 in app 463 in production. Thank you! - Naseem Benjelloun Fri 4/26/24 9:36 AM
Ok what is the workspace and rule details that you need it to be getting added to? - Mark Sayers Fri 4/26/24 11:02 AM
"Benjelloun" workspace and "Add Work" rule (51). This is a proof of concept for a larger project, so we wanted to ensure something like this could work. - Naseem Benjelloun Fri 4/26/24 12:41 PM
I am experiencing a related issue as well. I have members of a user group in a workspace that do not have access to a ticketing application. The group is associated with the ticketing app, but no members of the group have access.
When a ticket is brought into the workspace, I am not able to assign a task to that group. How can I ensure groups can be referenced from within the workspace? - Naseem Benjelloun Fri 4/26/24 12:56 PM
Can you confirm if "Active" is checked on that rule if you access it from within your workspace? - Mark Sayers Fri 4/26/24 1:01 PM
The rule is active - Naseem Benjelloun Fri 4/26/24 1:21 PM
Do any of your other workspaces active that are successfully pulling in work items automatically? - Mark Sayers Fri 4/26/24 1:24 PM
This is the only workspace we are working with at this time.
We have a workspace in sandbox, IT Procurement Requests, that is not bringing in items in real time even though the rule is active. - Naseem Benjelloun Fri 4/26/24 3:40 PM
Can you provide a screen shot of your rule with its Conditions so we can review them? - Mark Sayers Tue 4/30/24 10:27 AM
I've added in the images as requested. The rule in the Benjelloun app is just "Prim Resp is one of "Naseem Benjelloun"".
Thanks! - Naseem Benjelloun Tue 4/30/24 2:40 PM
If I'm missing something, I apologize, but I see 3 total rules there that each only have 1 filter present on them. None of those rules are filtering on Prim Resp is "Naseem Benjelloun". - Mark Sayers Tue 4/30/24 2:45 PM
Hi Mark,

My apologies, that is from the other workspace application that is having the same issue. I'll submit the screenshot of the Benjelloun application rule.

Thanks,
Naseem - Naseem Benjelloun Tue 4/30/24 2:47 PM
Naseem Benjelloun Tue 4/30/24 2:48 PM

Additional screenshot:

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Naseem Benjelloun Tue 4/30/24 2:39 PM

Hi Mark,

These are the rules for the IT Procurement workspace which is also having the same issue:

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