"Time to completion" not appear in comment for Automation Rule

[Azri]

Hello everyone!

I have established an automation rule designed to trigger a comment when the status of a service request changes from New/Waiting for Support to In Progress/Assigned.

However, upon triggering, the comment that includes the Smart Value {{issue."Time to completion".remainingTime.friendly}} does not display the value within the comment field.

Has anyone encountered this issue previously? I would appreciate any assistance.

Thank you, Guys!

[Bill Sheboy]

Hi @Azri 

Smart values are name, spacing, and case-sensitive.  When an incorrect one is used, that often fails with no errors.

Perhaps use this how-to article to confirm you have the correct smart value for your SLA, using an example work item that has the SLA:

https://support.atlassian.com/cloud-automation/docs/find-the-smart-value-for-a-field/

Kind regards,
Bill

[Bill Sheboy]

Hi @Azri 

Just following up to check if this answered your question.  If so, please consider marking this one as "answered".  That will help others with a similar need find solutions faster.  If not, please let the community know what help you need with the rule changes.

Thanks!

[David Friedrich]

Hi @Azri ,
I could be wrong on this, but according to this documentation (https://support.atlassian.com/jira/kb/how-to-find-smart-value-of-sla-component-of-jsm-issues/)
your smart Value is missing an "SLA" between issue. and SLA-Name.

So it should look like this:

{{issue.SLA."Time to resolution".remainingTime.friendly}}

Sorry, misread the doc obviously. But my take away is that there are no direct smart values for SLAs but that you can find out and use SLA relevant information via log action and storing results in variables. Hope that helps.

[Azri]

Hi David,

Thanks for your prompt reply.

As per shown in the screenshot, I already add log action here, and the value still not appeared.

I believe there is some limitation in the automation rules here to show the value of SLA Smart Value.