Why does the automation function of Service Desk not trigger events?

[Florian Selke]

I created a IT Help Service Desk and added some automation rules (for example: Transition on comment). 

After adding a comment on the issue, the transition didn't happen. Even in the log view of the automation rule, there is no reference and it says: 'There have been no executions of this rule in the last 90 days.' 

On an other JIRA Service Desk system, there ist no problem with this function. Is there any global setting, to enable or disable the automation function? 

Thanks for help

[Florian Selke · Accepted solution]

ok, we restarted JIRA and now it works... 

still thanks for your quick respond. 

[Florian Selke]

it's the default Transition on comment automation: 

when: comment added 

if: 

- Issue matches: Status = "Waiting for customer"  and "Customer Request Type" is not empty

- comment is public 

- User is a customer 

- Comment is primary action

then: 

- Transition Issue: Respond to support

i wonder why there is no log view, where I can see, on which step the if-condition fails. 

[Susan Hauth _Jira Queen_]

And the automation rule is enabled?

[Florian Selke]

yes

[Susan Hauth _Jira Queen_]

Hi,

No global setting to disable automation rules for Service Desk, they are done by each automation rule (which can be enabled/disabled).  Do you want to paste your automation rule into here so we can take a look?

Susan