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why does an At-risk SLA alert always fail, when one that is almost identical always works?

Jason Gorman_vx0mu2

Hello, Community,

I have two Automation rules, one works one doesn't and they are quite similar. I don't know what I'm missing, and am open to any suggestions.

The one that works is...

SLA Automation not VIP.png

The one that doesn't is...

Sla Automation VIP.png

Please note the difference in "Issue matches:" the working one is Organizations != VIPs, and the one that fails is Organizations = VIPs.

I've tried both rules with different recipients and the results are the same: != VIPs works, =VIPs fails.

I have not found the log to be very helpful...

SLA Automation VIP log.png Bringing the cursor over the grayed out check marks brings up the message "Action did not trigger".

I'm looking to find out why the "Action did not trigger" and how to get it to trigger. Any suggestions would be gratefully appreciated, thank you.

Accepted answers

Susan Hauth _Jira Queen_

Hi Jason,

Your jql may be incorrect. Organization = VIPs means that the issue has been shared with Organization VIPs. Which is not the same as identifying if the reporter is in that organization. If the reporter chooses not to share the request, than the Organization will be empty.

Try this jql
reporter in organizationMembers("VIPs")

Hope that helps

Susan

All comments

jira guy_ymfmzd

Second rule log shows that Organizations is not matched with VIPs. That's the reason why it didn't execute the rule.

Jason Gorman_vx0mu2

Thank you for the prompt reply. I did not notice that the condition didn't match.

If I can follow up with another question: the SLA depends on the customer being in the organization that is used in SLA alert, the SLA gets applied successfully. What could be preventing the automation rule from correctly identifying the organization?

jira guy_ymfmzd

Can you post a screenshot of Organizations field data from FGHD-1038 issues?

Susan Hauth _Jira Queen_

Hi Jason,

Try this jql
reporter in organizationMembers("VIPs")

Hope that helps

Susan

Jason Gorman_vx0mu2

thanks for the help, really, very much appreciated, the problem was the JQL I was using

Jason Gorman_vx0mu2

That worked! Thank you for the help and for giving me a new appreciation of functions in advanced searching. This is fun stuff!

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