Adding an Automation to Prompt Customer for Comment

Question

I'm trying to set up an automation where Jira sends the customer a comment. This is what it looks like:

When I run the rule it says no action performed. Yesterday the rule ran successfully. Let me know if you see I input anything that would cause the rule to not perform.

Bill Sheboy · Answer

Thanks for that information.

As written, the trigger will only select the issues that have changed since the rule was last updated.

You may update the JQL in the trigger to add the other conditions to it.  I recommend also adding your project(s) to the rule to limit the scope.

project = yourProjectName
 AND updated <= -7d
 AND issueType="Support"
 AND status="Waiting for customer"
 AND reporter="Leo Gonzalez- Hotmail (test)"
 AND assignee="Leo Gonzalez"

Leo Gonzalez · Answer

Bill,

Thank you for your assistance.

I'm using my personal email as the report, and the assignee is my work email. I'm not sure where I see the JQL option to view the rule. What I'm trying to do is run the rule so I can see the comment on the test ticket where my personal email is the reporter.

I think this is what you are looking for:

JQL Trigger

The test with the assignee and report:

Leo

Bill Sheboy · Answer

@Leo Gonzalez please try to stay in one thread when responding.  That will help others reading this question in the future know if there are multiple possible solutions.  Thanks!

Please post an image of your rule trigger, showing the JQL and option for including issues that have changed since the last time the rule executed.

Based upon the log image you show, the third condition prevented any issues from proceeding: they did not have you as the reporter.

I suggest changing the trigger's JQL as that could test for all of the conditions at one time.  That is, add these and then test the JQL outside of the rule:

AND issueType="Support"
 AND status="Waiting for customer"
 AND reporter="Leo Gonzalez- Hotmail (test)"
 AND assignee="Leo Gonzalez"

Once that works, you could remove all of the rule conditions and retest with the rule.