Need Help Troubleshooting: Automation Rule Failing With “Some Errors” but No Clear Cause

[Satyam Gambhir]

Hi everyone,

I’m hoping to get some help understanding why one of my Jira Automation rules keeps failing without giving a clear reason.

I’ve created an automation rule that should trigger whenever we receive a Critical or Major ticket on our customer service portal. When the condition is met, the rule is supposed to send an email notification to a specific group of people.

However, the rule keeps failing and only shows the generic message “Some errors.”
When I open the details, it says:

“The rule was disabled, deleted, or re-configured while it was running; or you may have reached your execution limits.”

I’ve checked everything mentioned in that message, and I’m confident that none of those situations apply:

• The rule is enabled

• It hasn’t been deleted or modified mid-run

• We are not close to any execution limits (as far as I can tell)

Because of that, I’m stuck — the rule simply won’t run, and I don’t know how to figure out the actual root cause.

My questions for the community:

1. How can I identify the exact reason an automation rule is failing when it only reports “Some errors”?

2. Is there a more detailed log or debug view available beyond the summary shown in the audit log?

3. Are there known issues or hidden conditions that might cause a rule like this (email notification on Critical/Major issues) to fail?

4. Could this be related to permissions, email handler configuration, or something else not mentioned in the error?

Any insights or troubleshooting steps would be greatly appreciated.
Thanks in advance!

[Trudy Claspill]

Hello @Satyam Gambhir 

Welcome to the Atlassian community.

Do you have Jira Product Admin access? A person with that level of access can check your Automation Rule usage from Jira Settings / System / Global Automation.

https://support.atlassian.com/cloud-automation/docs/view-your-automation-usage/

For a Standard JSM subscription your monthly usage limit is 5000 executions. You can learn how usage is calculated here:

https://support.atlassian.com/cloud-automation/docs/how-is-my-usage-calculated/

That would be the first thing to double check.

Addressing your questions:

1. The errors encountered by the rule will be detailed in the rule execution audit log, which you've already reviewed.

2. All the log details available to you are what you see in that audit log. To get more information your Jira Admins need to open a support case with Atlassian at https://support.atlassian.com/support/#/

3. None that I'm aware of.

4. Unlikely

Can you provide screen images showing the complete automation rules and the details in the execution audit log?

What is the Scope of the rule and the Actor from the Rule Details page?

[Satyam Gambhir]

[Satyam Gambhir]

Hello @Trudy Claspill 

See, this is a basic rule I want to trigger when a customer creates a ticket.

It should add a comment, it still fails

[Satyam Gambhir]

Also, we have total of less than 15 rules set for the project,

Thanks, Any help/ guidance is greatly appreciated

[Trudy Claspill]

Please click on the ">" character to the far right beyond the "Some Errors" status in the audit log. That will show the audit log information for that execution of the rule.

Within those details click all the ">" characters to expand all sections to show all details.

Please provide a screen image of that output.

What is the scope of this rule? Who is the Actor for the rule? That information is on the Rule Details page for the rule.

Do other rules in the same project run successfully?

The number of rules in the project is not relevant to usage limits. Usage limits are based on the billable rule executions across the entire system. To find out if the system wide execution limit is being reached you will need to work with a Jira App Admin for your instance.

[Satyam Gambhir]

Yes, other rules are running fine.

So, this rule is supposed to add a comment (Internal note) when our customer raises a ticket.

I have given the screenshot of rule details yesterday 

[Trudy Claspill]

Thank you for that additional information.

Can you please try removing the Condition from the Trigger and inserting that as a separate Condition step between the Trigger and the Comment action?

[Bill Sheboy]

Hi @Satyam Gambhir 

Adding to the suggestion from @Trudy Claspill to remove the condition from the trigger and add it separately...

There are known racetrack timing defects with the Work Item Created trigger (among other triggers).  Specifically, the rule can start running before all of the data is available, leading to incorrect processing and strange errors.  (Occasionally, the work item will not even have a valid type or permissions yet!)

The workaround for this is to never add conditions to the Work Item Created trigger, and instead use this pattern:

• trigger: Work Item Created
• action: Re-fetch Work Item Data
• condition: some condition(s)
• continue with the rule steps...

This uses the Re-fetch Work Item Data action to slow the rule slightly, reloading the data before the steps proceed.  Please try adding that action with the steps Trudy suggested.

Kind regards,
Bill

[Gaurav]

Hello @Satyam Gambhir

Adding to the suggestion from Trudy, please validate if this is the only rule which is impacted. If this is related to execution limits, this will impact other rules as well,
Also, the execution rules are based on rolling time windows, so you might see the rule executing now; if that was the root cause.

Rest looking forward to your response.

Thanks

-GG

[Dave Mathijs]

Hi @Satyam Gambhir 

A couple of questions:

• Can you share the exact rule details with us? (trigger, condition(s), action(s), actor, scope, ...)
• Has the rule ever executed normally (without errors)?
• If so, are you able to identify work item differences between the two?
• Have the priorities been renamed in the meantime?

[Satyam Gambhir]

Hello @Dave Mathijs 

I have added the screenshots above