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Automation Kicks off Twice | Issue Created Trigger

Erica Robinson_ls2zxv

A team member reached out to me to advise that a previously working automation was getting triggered twice. I've looked over the automation and I'm not seeing any reason why it would kick off two times.

Automation in question:

Here's a snippet from the audit logs showing that there were no config changes between the last successful run (single run) vs the most recent run (duplicated):

I've reviewed all audit logs for the offending issue key and there was only a single automation that kicked off against it (expected). So I'm not sure if this is something that I need to make adjustments on the automation or something else.

Accepted answers

All comments

Varsha Joshi

Hi @Erica Robinson

What do you see when you click on show more?

Bill Sheboy

Hi @Erica Robinson

Based on the audit log, the rule seems to be triggering itself. Please check if this option is enabled in the rule details at the top:

Check to allow other rule actions to trigger this rule...

That option is disabled by default to prevent rule errors / accidental looping. It should only be enabled when one intentionally wants the actions of a rule to trigger others.

But for your rule, it is both triggered on issue create and creating new issues, and so certainly could cause racetrack errors.

Kind regards,
Bill

Erica Robinson_ls2zxv

Hey Bill,

The "Check to allow other rule actions to trigger this rule" is enabled as the main ticket would only be created by a different automation that clones a ticket over. I did try to remove it entirely and it didn't kick off at all.

Thanks,

Erica

Erica Robinson_ls2zxv

Hey Varsha,

Here are those details:

Thanks,

Erica

Bill Sheboy

The log clearly showed the rule triggering itself, and you describe there is another rule creating the initial issue that triggers this rule.

So the big question is: how will this rule prevent itself from processing if you re-enable that "Allow rule trigger..." option?

The only way to do that is:

After the issue created trigger, add the Re-fetch Issue action to slow the rule down a bit, reloading the trigger issue before proceeding
Ensure the first rule conditions after the Re-fetch Issue can prevent the rule from continuing due to the issues it is creating. For example...
- The rule you currently show tests if the field FIELD NAME is not empty.
- And so none of the issues created in this rule should set a value to FIELD NAME or the rule will loop until it halts all automation in your site.

Mathew Lederman

@Erica Robinson is it possible that you have two automation rules named the same? I've had it happen where somebody creates a copy when one rule isn't working, and then both rules start working simultaneously.

Erica Robinson_ls2zxv

Hey Mathew,

I did confirm that there are no duplicate rules. Luckily there aren't many in the company that have the availability to create/manage rules and those that do tend to submit tickets for the modifications anyhow.

Thanks,

Erica

Erica Robinson_ls2zxv

I did confirm that the expected field isn't being set by any of the created tickets - although the field is available for use. I've added a Re-fetch Issue to the automation to help slow it down, but the results are the same.

I looked in the Global Automation audit log to see if the most recently created item had more than one rule triggered against it, but it's just the original rule that creates the ticket + the duplicated rule:

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