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Automation Rule Not Triggering as Expected

Nguyen Thanh Tien

The rule is intended to trigger when a comment is added that matches a specific feedback NPS score pattern and subsequently perform certain actions such as editing the work item and re-fetching data. However, despite a comment being added that matches the criteria, the automation rule does not seem to execute.

I have verified that the comment content matches the pattern exactly, and the rule is enabled. Could you please advise on what might be causing this issue or suggest any troubleshooting steps? iScreen Shoter - Google Chrome - 250604170600.jpg

iScreen Shoter - 20250604171004208.jpg iScreen Shoter - Google Chrome - 250604171058.jpg

Accepted answers

reza rouhafza

Hey @Nguyen Thanh Tien

Use a "Log action" for {{comment.body}} smart value and check if this smart value returns the commented text. According to this document, you should use this smart values to access comments instead of {{comment.body}}:

Document Link: https://support.atlassian.com/cloud-automation/docs/jira-smart-values-issues/

All comments

arielei

Hey @Nguyen Thanh Tien

What type of field is "Feedback NPS Score"?

reza rouhafza

Hey @Nguyen Thanh Tien

Document Link: https://support.atlassian.com/cloud-automation/docs/jira-smart-values-issues/

Bill Sheboy

Hi @reza rouhafza

If you read the documentation for the Issue Commented trigger, you will find it supplies an additional smart value for the specific comment involved:

https://support.atlassian.com/cloud-automation/docs/jira-automation-triggers/#Issue-commented

Kind regards,
Bill

Bill Sheboy

Hi @Nguyen Thanh Tien

The condition you show appears to use the plain text for the value:

smart values condition:
- first value: {{comment.body}}
- condition: contains
- second value: Feedback NPS Score:

That will work if the comment has a value as plain text or in a bullet markup format.

Have you checked if there are any control characters, tabs, etc. in that comment body? If so, those will not match the comment body in the condition.

Kind regards,
Bill

Nguyen Thanh Tien

@reza rouhafza it is now working after updating the smart value to {{issue.comments.last.body}} as your comment. Thanks!

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