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Automation - Transition issue not working on some tickets

Chris Delgado

Hi,

I have a project where we capture issues from a portal in project 1, and then they get created and cloned into this project 2. Everything works fine, but now I want to implement the following:

- Issues cloned into Project 2 need to move from NEW to LEAD TECHNICIAN, which should be pretty easy but it doesn't even acknowledge the issues and nothing in the logs.

- This rule works for issues created from an API into Project 2, it immediately transitions those successfully.

Rule below for details.

I have been breaking my head trying to figure out why it only works with issues created through an API, and not with these issues created by an automation.

If anyone can give me some idea what is going on here.

Thank you,

Accepted answers

Trudy P Claspill

How are the issues getting cloned into Project 2? Is that being done by a user or through another Automation Rule?

If cloning is done through another Automation Rule, then check the Rule Details on the rule you created to transition the issues. Make sure this box is unchecked checked.

Screen Shot 2023-05-03 at 2.21.51 PM.png

All comments

Trudy P Claspill

How are the issues getting cloned into Project 2? Is that being done by a user or through another Automation Rule?

If cloning is done through another Automation Rule, then check the Rule Details on the rule you created to transition the issues. Make sure this box is unchecked checked.

Screen Shot 2023-05-03 at 2.21.51 PM.png

Chris Delgado

Yes, it is being cloned by an automation rule from Project 1 into Project 2.

I checked the rule in Project 1 and that box is already unchecked.

Trudy P Claspill

You said "I checked the rule in Project 1 "

You need to check the rule in Project 2 - the rule you showed us that is trying to transition the issue to a new status.

Is the Transition rule being triggered at all when the Clone rule creates the issue?

Chris Delgado

Apologies. Correction I checked Rule for Project 2. Here is a screenshot and this rule works when tickets are created through a service account from other environment (Bitbucket) but not when they are cloned from Project 1 to Project 2.

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