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Automation not exactly working (email type of request not being detected)

Ana Modesto

Hi all!

I have tried several solutions but so far, nothing works.

I need to automate assignment when it comes to email type of requests. These emails are defined in a specific type of request (Fincrime Email Requests) and still, when trying several solutions, it's not detected.

Idea is to automate those on arrival based on Keywords on the Summary field.

The issues themselves are created and first status is "Cost Approval", which I thought that it may be where the issue lies.

Other types of requests are detected and run through the automation, and these specific ones, don't.

I have tried with "Issue created", "Issue updated", "Field value changed" and nothing works.

If anyone has any idea on how to solve this, I would really appreciate the help

Thanks,

Ana

Accepted answers

All comments

Bill Sheboy

Hi @Ana Modesto -- Welcome to the Atlassian Community!

For a question like this, context is important for the community to help. Please post the following:

an image of your complete automation rule in a single image for continuity,
images of any relevant actions / conditions / branches,
an image of the audit log details showing the rule execution with all of the areas expanded, and
explain what is not working as expected and why you believe that to be the case.

Kind regards,
Bill

Marc -Devoteam-

Hi @Ana Modesto

Welcome to the community.

Whenever you ask for help with an Automation Rule it will help us to help you if you provide:

1. what type of project is this (e.g., company-managed, team-managed, etc.),

2. images that show your complete rule.

3. images showing the details of any relevant actions/conditions/branches.

4. images showing the Audit Log details for the rule execution.

5. Explain where the issue is.

These questions are not for not willing to help, but to have community members understand on how automation works.

Ana Modesto

Here it goes:

- It's a Team-managed project;

About the automation itself, I've tried making it work in so many different ways and never was successful.

Image shows a bit of the automation, which is working with a different ticket I created (detects and assigns the ticket to the teams defined in the Regex).

The success one we see is the automation detecting normal tickets but never tickets from Fincrime Email Request (only when first status was Issue updated and someone manually assigned that ticket to someone else, it would appear as successful, which it wasn't obviously).

In this case, the only success ones I have to show in the audit log are from all different kinds of tickets, except for those that the icon is an envelope and have the workflow I am sending, which is a bit messy tbh.

FYI, these are tickets created via email and not service desk submission so, perhaps it can be something related to how it was created in the first place.

Thanks,

Ana

Ana Modesto

Screenshot 2025-02-26 at 17.34.56.png Screenshot 2025-02-26 at 17.36.03.png Screenshot 2025-02-26 at 17.39.01.png

Bill Sheboy

Thanks for those images, and I have not observed an issue created in Jira Cloud that did not also raise the issue-created event...which is what the rule detects to trigger.

Are the issues created by the email created in the same scope as the automation rule? That is, in the WFM Desk project? If not, the rule scope needs to be changed.

I note the log you show does not match the rules: the log shows an Issue Updated trigger and the rule is using Issue Created.

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