Automation for Jira not always changing status when service desk users or customers respond

Question

Good morning,

I have two automations that work on our standard-issue workflow.    One changes the status to Waiting for Customer when a Service Desk team member makes an external comment or picks the transition; the other changes to Waiting for Support when the customer responds.

It works most of the time, but not always.  The audit log doesn't show an error

I don't think it's relevant, but another rule populates the Assignee as the Custom Field Last Assignee.

I have confirmed that legacy automation is disabled.

Automation Rule for Requesting Information from the Customer

Automation Rule fo Updates when the Customer Responds

Automation Rule for Setting Last Assignee

Workflow

Bill Sheboy · Answer

Thanks for that information, Wendy.

Would you please post images showing the audit log when you believe the rule should have worked and another when it did work?  Please include which of your rules the image is for.  That may provide more context to offer you ideas.  Thanks!

Wendy Barrington · Answer

Hi @Bill Sheboy

It shows that the rule was successful

Bill Sheboy · Answer

Hi @Wendy Barrington

You note that the audit log does not show an error.

* Does the audit log show that the trigger fired when you expect, and that the rule did not process to completion as expected, or
* Did the rule not even trigger when expected?

Best regards,
Bill