"Time to completion" not appear in comment for Automation Rule

Question

Hello everyone!

I have established an automation rule designed to trigger a comment when the status of a service request changes from New/Waiting for Support to In Progress/Assigned.

However, upon triggering, the comment that includes the Smart Value {{issue."Time to completion".remainingTime.friendly}} does not display the value within the comment field.

Has anyone encountered this issue previously? I would appreciate any assistance.

Thank you, Guys!

Bill Sheboy · Answer

Hi @Azri

Just following up to check if this answered your question.  If so, please consider marking this one as "answered".  That will help others with a similar need find solutions faster.  If not, please let the community know what help you need with the rule changes.

Thanks!

Bill Sheboy · Answer

Hi @Azri

Smart values are name, spacing, and case-sensitive.  When an incorrect one is used, that often fails with no errors.

Perhaps use this how-to article to confirm you have the correct smart value for your SLA, using an example work item that has the SLA:

https://support.atlassian.com/cloud-automation/docs/find-the-smart-value-for-a-field/

Kind regards,
Bill

Azri_s55r2o · Answer

Hi David,

Thanks for your prompt reply.

As per shown in the screenshot, I already add log action here, and the value still not appeared.

I believe there is some limitation in the automation rules here to show the value of SLA Smart Value.