PM does not receive an email when ticket is created and moves to PM approval Status.

[Vera Valshonok]

Hi All!

I'd like to get an advice on an off issue I am dealing with.

By my workflow and automations, a Project manager should receive an email right after the ticket is created and the status of the ticket moves to Project manager approval. 

Issue: Project manager does not get an email (The email is not sent to any email that is added to the automation).

It works on the other projects with an automation like this:

1. rule is run when automation is created 

2. issue equals specified issue type

3. Request type equals specified request type

4. THEN transition the issue to PROJECT MANAGER APPROVAL STATUS and Send an Email to him.

It DOES NOT WORK after I modified the automation, divided it to two, as I need to send an email with a different title and text depending on 2 of the fields which may vary.

An automation looks like this:

 Automation #1  - WORKS

1. When issue created

2. JQL: Project = ,issuetype = , request type = (this or this)

3. The transition the issue to Project manager approval

Automation#2:

1. when issue transition from Connection Request Creation to Project Manager Approval 

2. If: JQL - Project = , issue type = , Request type = this or this.

3. Is: all match

 Request type = 1

 Environment = 1

4. Then: Send email

5. Else- if: All match

Request type = 1 

Environment = 2

6. Then: send email

7. Else -if: ETC.

Can you advice what can I fix in my automations so the project manager would receive an d email.

[Vera Valshonok]

Thank you! Here are screenshots. One of the automations work and another one which is shown in two of the screenshots is showing  No actions performed.

 There are also rules in the flow: for Emergency request, after creation - VP Aproval -  only when request type  is Emergency and same for Software &regular request types transitioning to PM approval (only requests types which are not Emergency one)

[Paul Wiggers]

Hello @Vera Valshonok 

It is quite hard to troubleshoot these kind of issues when there are no screenshots. Your description might be right, but the automation could have a configuration error.

Could you post some screenshots so that we might be better able to assist you?

It would be great if we could get a screenshot of:

• The automations involved
• Your workflow
• The automation log from the automation that is failing

[Vera Valshonok]

[Vera Valshonok]

[Paul Wiggers]

Hello,

Thank you for those screenshots. From the looks of it, the automation triggers correctly but the issue does not meet the criteria of the if statements. From what I can see, it looks like the environment might not be set correctly.

One way to troubleshoot is to take it one step at a time. Duplicate the automation and change the trigger to manual, then create a test issue and try to solve the automation problems with that issue.

Does it pass the first condition? Great, on to the next. Does it pass the if block? No, why not? What information am I asking and what am I missing? It can also help to write the value of certain check to the log so you can verify that what you think is being checked, is actually checked. For instance, I thought I was checking a reporters name, while the automation was checking the reporters ID.

Sorry I cannot be of more assistance in this case.