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Service desk automation not working to add comment on incoming webhook

Mahdi Alikhani

Hi, I want to add a comment when an incoming request is called.

I created this automation:

Screenshot 2025-04-21 at 00.13.54.png

And this is my Audit Log:
Screenshot 2025-04-21 at 00.15.48.png

The issue was found successfully, but the comment on the issue action is not working.
I tried the branch rule for JQL, but neither is working ..Does
anybody know how to create an automation for this?

I'd appreciate your help!

Accepted answers

All comments

Bill Sheboy

Hi @Mahdi Alikhani -- Welcome to the Atlassian Community!

Is the issue to which you want to add the comment the IT-69 one (from the webhook data)?

If so, please replace your Lookup Issues action with a branch using the same JQL as from the lookup, moving your Add Comment to Issue action inside the branch. That will make that issue in scope for the rule to comment upon it.

Kind regards,
Bill

Mahdi Alikhani

Yes, exactly.

I created the branch and the same JQL, but no comment has been made.

I don't know why, but I also added an action log inside the branch, and it was not created.

Bill Sheboy

Please post images of the version of the rule where you use the Branch on JQL and the audit log details showing the rule execution. Those may help to explain why it did not work. Thanks!

Mahdi Alikhani

Screenshot 2025-04-22 at 21.53.21.png

This is my automation, and I'm sending this body to the API:

{

"comment": "test comment",

"serviceDeskKey": "IT-83"

}

But nothing happens.

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