Automation rule appears to be ignoring a single user

Question

Hi,

We've just implemented an Automation rule in our Service Desk to automatically Close tickets in Solution Proposed after 3 days with no updates:

It appears to be running fine except it appears to be ignoring tickets assigned to only 1 user:

The only difference I could identify was that the user is the Site and Org Admin. Is there any way this could impact the Automation or would anyone know what might be causing this?

Thanks in advance

Mahesh Shinde_k4hefc · Answer

Hi @Rebecca McMahon :

Could you please, show us the audit log from rule for those tickets? and also The JQL you are using, is it considering those ticket in list?

Regards,

Mahesh Shinde

Rilwan Ahmed · Answer

Hi @Rebecca McMahon ,

* Who is the rule actor for this automation ?
* Check the automation audit log for this particular ticket. You may come to know why it is not running.
* Check if there are any status/transition properties OR workflow conditions/validators added to transition from Solution proposed --> Closed ?