Automation not triggering when ticket status changes

Question

Hi everyone,

I’m facing an issue with an automation rule in Jira Service Management that’s supposed to trigger when the issue status changes specifically from "Waiting for Customer" to "In Progress". The rule worked fine a few days ago, but now it’s not firing at all, even though no changes were made to the automation settings.

I’ve double-checked the trigger, conditions, and audit log. The status change is definitely happening, but the rule isn’t logging anything almost like it’s being ignored completely. Other rules in the same project are running just fine.

We’re using a team-managed project, and the workflow hasn’t been updated recently. I also confirmed that the automation rule is global and not restricted by user permissions or scopes.

came across a similar thread on edulearnx.com, but it didn’t quite match my scenario, so I’m wondering if anyone here has encountered this specific issue.

Thanks for any Advice!

Bill Sheboy · Answer

Hi @Rovmenpaul -- 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 rule details showing the scope and settings information
* an image of the audit log details showing the rule execution

Until we see those...

You describe using a team-managed project, which means the Status values are defined specifically for that project (and not shared with other projects).

So, why does your rule have global scope?

Kind regards,
Bill

arielei · Answer

Hello @Rovmenpaul

Pls sent an image of:
1. The trigger in your automation

2. The details page of the automation

Thanks.