Workaround - Automation doesn't trigger on Assign Issue

Question

Hi All,

Curious to see if anyone has a way to make this work.

We have two automations. The first is when you set the Operational Categorization on a ticket, it automatically fills in the Urgency and Impact fields based on the OpsCat selected.

The second automation is whenever the Urgency or Impact fields are updated (either individually or by setting the OpsCat), the Priority field is updated according to our matrix.

Both automations work when you open the ticket and manually update any of the OpsCat, Urgency or Impact fields.

The first step of an unassigned ticket is to transition to the Assign Issue screen, we are asked to set the OpsCat.

After clicking Assign Ticket, the first automation works to update the Urgency and Impact fields on the ticket. The Second Automation does not run to update the Priority at all. The audit log on the automation does not show any entry.

Now Jira documentation advises that an automation will not run via the Assign Issue screen although I'm perplexed because through my process it works for the first automation but not the second.

https://support.atlassian.com/cloud-automation/docs/jira-automation-triggers/#Issue-updated

Just wondering if anyone has any ideas on how to get this working so that this will still auto update without me having to manually adjust the fields directly on the ticket.

Thanks,

Suzi

Suzi Firth · Answer

Hi Joseph,

Although your suggestion didn't fix my issue, it did make me take a closer look at my two rules and their triggers.

I had my second automation set to trigger when "field value changes" and then had selected the Urgency and Impact fields to be monitored.

I changed the trigger to "When: Issue Updated" and this works on both tickets that are transitioned and updated via the first automation rule or when the Urgency and/or Impact fields are manually updated on the ticket.

The new trigger is looking for the same trigger as the original trigger  (AND MORE) and yet somehow it works. It does mean that the new trigger will run for any update on the ticket (comment, assignee change, reporter change, status etc.,) which will clog up the audit log but hey it works!

Suzi

Joseph Chung Yin · Answer

@Suzi Firth -

What you need to do is for your 2nd rule (one that update the priority) configuration -

Check to (Allow rule trigger checkbox) to "allow other rule actions to trigger this rule. Only enable this if you need this rule to execute in response to another rule." - It means the trigger could come from another Automation Rule (say your 1st rule)

It should work for you after you make the necessary configuration change.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.