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)

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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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

No feedback
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