Automated Rules being ignored after update

[Daniel Hay]

We have JIRA Service Desk 4.0.1 setup & configured and have recently upgraded our JIRA instance to 8.0.1. But ever since the update was performed all Incoming Mail appears to be ignoring the Automated Rules setup within the Service Desk Project to generate Notifications and Assign tasks. Nothing from the original setup had changed and was working perfectly fine before the update took place so it is not exactly clear what the problem is. We are still receiving tickets into an Unassigned queue but they are just simply not being picked up by the Automation that is in place.

Any ideas would be appreciated!

[xaoo]

I'm using Automation for Jira

There is also free version: Automation Lite for Jira

Also take notice, that inbuild actions like e-mail notification for customers are using editable template from Customer Notifications at Project Settings so You need to make syntax in e-mail action in plugin like this for using reply marker.

<div class="jsd-reply-marker" style="color: #999999">
—-—-—-—
Reply above this line.
</div>

And use then variables from plugin like {{issue.key}} or {{issue.fields.description}} instead of ${issue.key} and ${comment}.

Documentation here

[xaoo]

Same thing for me. yesterday i've upgraded Jira Service Desk Server to 4.0.1.

Build-In Automation in project do not generating customer notification.

- Test mails from Customer notification are ok

- Notifications for Agents from jira notification schemes  are ok

I have tested Automation for Jira plugin - used for custom notification and it worked ok.

So i'm currently switching inbuild notification and automation to plugin to workaround that issue.

[Daniel Hay]

Interesting that you are experiencing the exact same issue. I would very much like to know whether Atlassian are aware of this as this seems to be a direct result of the latest updates.

In regards to your workaround Krzysztof, you have an automation Add-In installed. May I ask which one you are using please? We only have the In-built automation at the moment which is obviously not working. Unless this is patched we will have no choice but to switch to an Add-In 

[Daniel Hay]

Further to my previous comment it would appear that Atlassian are aware of this and have provided a workaround which I can confirm resolves the issue.

https://jira.atlassian.com/browse/JSDSERVER-6252?_ga=2.241759170.1997270155.1551345690-1035285666.1551086569