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SLA "time to wait for customer response" breached but automation is not triggered

Marion Hederer

Hi everybody,

I have a few tickets where the SLA "time to wait for customer response" obviously breached (s. screenshot). I need a project automation using the plugin "Automation for Jira":

IF SLA breached

THEN add comment

AND transition to close

(see screenshot)

But even though the SLA breached, this automation is not triggered and the ticket will stay "Waiting for customer" forever.

The strange thing is, that this automation is working for most of our issues but for a few not and I don't get what's the difference between those working and not working.

Does anyone have an idea?

Anmerkung 2020-05-13 114658.png Anmerkung2 2020-05-13 114658.png

Accepted answers

All comments

Jack Brickey

Is it possible that the suspect issues had breached prior to enabling the rule? If that is the case those issue would never trigger. Next question - is it possible that the rule is written for one project and the issue is breaching in another project? Assuming neither of these is the cause here then please inspect the logs for the rule for those issues that did not trigger.

Marion Hederer

Hi Jack,

I've checked all you questions before - neither of these is the cause.

The problem I'm facing with the audit log of Automation for Jira: I can't search for specific issues. I have to search through millions of logs. I can't even filter for error logs.

Anmerkung 2020-05-13 154318.png

Jack Brickey

yep. it can be a pain but do you have it to email you on failure? If not do so, so that you can investigate when the next failure occurs. or page thru to a failure, shouldn't be too big of a tedious deal.

Marion Hederer

there is no failure for those issues with breached SLA but no action triggered.

I have a current example from today: an issue with breached SLA almost 3 hours ago:

Anmerkung 2020-05-15 100039.png

Looking in th audit logs from Automation for jira: Nothing. The last entry was yesterday afternoon.

Anmerkung2 2020-05-15 100039.png

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