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Why isn't my automation working as it should?

Berik Irgebayev

Hi all,

I've been trying to automate ticket registration in the off hours in order to catch first time to response SLAs in JSM. I have put the following together:

This is how it looks:

This is the log file where there is an issue in Transition Issue part:

When I look at that part, so at "Allocated", this is how I set it up:

When running this with a test organization and test user I also get this error:

Transition issue

Unknown fields set during transition. Field may not be on transition screen. Fields ignored -

Organization Label (customfield_10080)

When checking the project settings - workflows i see it is an optional field. So now i am confused...help?

Accepted answers

Berik Irgebayev

Screenshot 2024-10-04 125710.png

I now have another puzzle - how do I postpone when the automation is run? I need it to run 7 minutes later than the ticket's created time. But the option in my screenshot is not the right setting it seems. I tested it...Anyone any ideas?

All comments

Jakub Koc

Hi @Berik Irgebayev ,

I have a few questions to help me better understand your automation,

When is the organization label set, is it also automation based?

What's the trigger for the automation?

Can you share the workflow or confirm that every transition that you are making is in correct order and meeting all the workflow conditions?

Also I think that in between of your transition actions should be 'Re-fetch' action to make sure it's properly refreshed between transitions.

Cristian0791

Hi Berik,

After step: And assigned issue to try to add other stept Edit Issue: and set a value for Organization Label.

Hope this helps.

Berik Irgebayev

Hi Jakub,

Thanks for taking the time to read and understand.

Regarding organizations label - I am not sure it is automation based. I do not think so. When we allocate a ticket that just came in by hand, we see this prompt appear:

atlassian question.png

Going top to bottom all these are mandatory fields (or required fields) in order to be able to allocate the ticket.
Organization is usually already pre-filled based on the customer who reported the issue.

Organizations label we have to pick manually from the drop down menu. So I don't think it is based on automation. Quite frankly if I knew what effect it would have on the overall flow within this project, I would remove that required field all together. But that's for later.

That screenshot you see above is what I am trying to automate. Product doesn't need to be, I can just for now put it on a generic "Other" and pick the right product later, but the rest has to be automated, so the ticket goes to Allocated and then Under Investigation.

This is our workflow. In order to be able to go ANYWHERE, you gotta go through that Allocated status first.

Screenshot 2024-10-01 125131.png

Jakub Koc

Okay, so from my understanding the behaviour your are currently experiencing

1. Transition Issue - Caused by missing information about Organisation Label
- Either the automation that usually sets it doesn't picks it up before your automation, or from what I see you are just setting it up manually while transitioning the issue just as you showed on the screen.

In that case you might want to add what @Cristian0791 suggested, action to set that value based on reporter email domain for example or basing on the Organisation field that you mentioned is pre-filled.

2. Transition Issue - information about the issue isn't automatically refreshed in the middle of automation, that's why when you try to transition to "Under investigation" Jira reads transition from "waiting for support" to "Under investigation" which is not part of the workflow.

Adding a function to "Re-fetch" the issue between both transitions should fix the problem, and also one more transition or change to workflow.

This part of automation should look like this:

Transition to Allocated
Re-fetch the issue
Transition to "In progress"
Re-fetch the issue
Transition to "Under investigation"

Hope that helps, but let me know if you have anymore questions.

Berik Irgebayev

Thanks Christian, i will try that today.

Berik Irgebayev

Thanks again Jakub,

1. The Organizations Label has always been picked manually indeed, before you can transition from Waiting for Support to Allocated. That part is not automated. The organization, however, is pre-filled based on the reporter.

2. In my workflow screenshot you can see that to transition from Waiting for Support to Under Investigation, there is Allocated. Which is what I also made sure to have in my Automation. That the automation follows what the workflow is (i.e. Waiting for support to Allocated and then to Under Investigation).