JSM Automation triggers a lot of Errors, but working as intended.

[Tobias H]

I recently split our "If comment -> Update status" into two different automations, previously we had one automation that worked regardless if it was a customer or agent who commented. This had the unwanted effect that Automation for Jira pinged our agents non-stop as soon as they did any changes.

To avoid that, and making sure that the notifcations they received were actually relevant, we split them.

The customer based one works perfect, without any errors, as it still relies on Automation for Jira, but the agent one causes Errors whenever a customer adds a comment (when in reality it works exactly as expected.)

Above is the workflow in question, which is relying on the "User who triggered the event" for the Action. Our customers can't do that action, so it fails and results in an Error and another email regarding the error to my inbox.

But what I am not understanding is: Due to the criterias in the IF, the automation shouldn't even trigger when a customer replies.

What am I missing, or doing wrong? :thinking:

Thanks in advance for any replies :D

[Ismael Jimoh]

What is the error you get. Just looking at the above, I would say you should not get an error but it really does depend on what the exact error here is.

Could you attach an image of the error returned?

Thanks.

[Tobias H]

Here's the most recent audit log.

Errors are caused when customers are commenting on an issue, regardless of status.

No action performed are when agents add comments, but the issue is in a status that should not update the status on comments

Success is when an agent has commented, and the issue is supposed to change status.

So it's doing everything correct, except that it treats customer comments as Errors instead as No action performed. The notifications on the bell / email / jira app works just as expected as well, but I am getting spammed by the error emails. (I know I can simply NOT send out any emails for errors, but I would like to receive them, not just (30x2) times a day)

[Ismael Jimoh]

Looking at the error. It seems there is an issue with the actor used to trigger the automation because they cannot perform the action.

Go to the details page of the automation and confirm what is set there.

Also, confirm if there are any actions a customer cannot perform that leads to the failure because this will fail as seen here:

Please let me know.

Regards.

[Tobias H]

Yes, I know that is what is causing it, but I can't understand why it triggers.

According to the rules in the automation, the rule should only do something if an agent is the actor, and the agents are able to perform the action.

But I guess it checks even before the first IF and sends the error based on that. Very suboptimal in my opinion, but oh well :shrug:

[Ismael Jimoh]

It triggers because your initial condition in the When category is met only after this does the actor to perform the action is checked.