Automation not working for everyone who triggers the event

unknown

I am trying to figure out why this automation isn't working. We clone our service requests into stories and when those stories' status changes, I want the service request status to automatically change.

The rule works for some and not for others. I am adding some photos for more context.

I have the actor as the user who triggered the event. 

 

This is an example when the rule didn't work. I want the service request status to change to Done if the story is Done. If I had changed the story status it would have worked, if someone else does it it doesn't.

This is the error message for the example above.

Vijaya (the assignee) in this example is an admin in both projects - the service request one and the project where the stories live. So I really don't understand what the issue is. 

If anyone can help me troubleshoot this I'd really appreciate it, thanks!

 

Fernando Eugênio da Silva

@[deleted]

Can you confirm if the SVR project is a Service Management project? If yes, maybe theuser doesn't have an active license of the "Service Management" product?

If the automation error indicates that the user does not have permission, then maybe he is not a licensed user for Service Management, where the SVR project is configured.

A "site-admin" user can see if his profile has "service management" associated with it, but a test to validate this would be to use the "permission helper"

 

Access the URL: https://your_jira_instance/secure/admin/PermissionHelperAdmin.jspa

Inser the user > SVR Issue > Permission and submit to have a diagnostic about the error:

Hope this helps