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Automation running successfully but no actions performed

Steven Sutherland

Hello!

I need to set up an email reminder to colleagues to add an 'Actual End Date' to Jira tickets so we can monitor on-time tickets versus late/early tickets, etc.

To do this, colleagues must fill in the aforementioned field. To help remind them, I have set up an automation to email them once the due date has passed and the actual end date remains empty.

Automation set-up

When: Scheduled every day @ 08:30 AM

If: {{issue.duedate.jiraDate}} > 2025-07-28

And: {{issue.duedate.jiraDate}} < {{now.Jiradate}}

And: {{issue. "Actual end"}} = null

Then: Send Email

It seems pretty basic, but the emails are not being sent. If I create the Jira ticket for a manual trigger, it works successfully.

Thanks

Accepted answers

All comments

Matteo Vecchiato

Hi @Steven Sutherland ,

Welcome to Atlassian community and thank you for your question.

Could you share a screenshot of automation and the automation audit log?

In the audit log should appear the detail of why the conditions haven't been accomplished or errors.

Kind regards

Marc -Devoteam-

Hi @Steven Sutherland

Welcome to the community.

Whenever you ask for help with an Automation Rule it will help us to help you if you provide:

1. what type of project is this (e.g., company-managed, team-managed, etc.),

2. images that show your complete rule.

3. images showing the details of any relevant actions/conditions/branches.

4. images showing the Audit Log details for the rule execution.

5. Explain where the issue is.

These questions are not for not willing to help, but to have community members understand on how automation works.

Steven Sutherland

Hi @Matteo Vecchiato

Here you go! Screenshot 2025-09-09 at 15.39.27.png

Marc -Devoteam-

Hi @Steven Sutherland

I think the issue is in the notation of the last condition

set this as {{issue.Actual end}} or {{issue.customfueld_xxxxx}} (where xxxxx is the id of the field)

If you set the last condition to be a JQL condition.

"Actual end" is empty

Matteo Vecchiato

Hi @Steven Sutherland ,

Please be assure that this condition in the trigger is un-checked:

The automation seems ok, I suggest to remove debug it removing each condition in order to understand what is the blocking condition.

Regards

Steven Sutherland

Ok - I have removed the quotation marks from the "actual end'

Let's see if we have some movement in the automation.

Thanks for your help Marc

Trudy P Claspill

Hello @Steven Sutherland

When using a Scheduled trigger you must have a step to select the issues of interest. This is done by defining a JQL within the trigger itself or using an action after the trigger to get a list of issues, like the Lookup Issues action.

You don't have an action after the trigger based on the images.

Do you have a JQL statement in the trigger?

If you don't then the rule doesn't know which issues to use the Conditions against, and no actions would be taken.

Steven Sutherland

ah ok I follow you @Trudy P Claspill

No, I do not have a JQL statement.

Where in the automation should this be placed and do you have a suggestion of what I should add?

Thank you

Trudy P Claspill

You would build the JQL out of the criteria you specified in your conditions, without the smart values, because those describe the issues you want. Build the JQL in the Filters > Search Work Items screen first to make sure you are getting the right issues.

Your Condition criteria are:

If: {{issue.duedate.jiraDate}} > 2025-07-28

And: {{issue.duedate.jiraDate}} < {{now.Jiradate}}

And: {{issue. "Actual end"}} = null

So your JQL would be:

duedate > "2025-07-28" and duedate < now() and "Actual end" is empty

You will also want to add you Project criteria to the JQL while testing it. The Project Scope specified in your Rule Details page will be applied automatically to any JQL in your rule, but when testing in Search Work Items you will need to add it explicitly.

When you have confirmed that is returning the correct set of issues, add it to the Scheduled trigger.

Check the box for "Run a JQL"

Screenshot 2025-09-09 at 8.52.05 AM.png

Paste in your JQL and click the Validate Query button

Screenshot 2025-09-09 at 8.54.06 AM.png

The Validate Query button will change to show the number of issues that match your JQL, with the Project Scope in the Rule Details page being applied.

Screenshot 2025-09-09 at 8.55.33 AM.png

Then you need to decide on whether to leave this box checked, or uncheck it.

Screenshot 2025-09-09 at 8.57.15 AM.png

If you leave it checked you will get fewer issues. The rule will not pick up issues that have not had some change since the last time the rule ran.

After making the above changes to the trigger you don't need the conditions at all. The only issues that will be considered are the ones that already match those conditions.

Note that this will result in one email per issue found.

Steven Sutherland

Hi @Trudy P Claspill

Thank you very much for your reply Screenshot 2025-09-10 at 10.10.42.png - very helpful.

So I have left the rule in this state (with JQL add to the conditions to trigger in the schedule bracket).

Let me know if we think we will have 'lift-off' tomorrow?

Thanks

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