Automation- user incorrectly counting as an agent?

Question

This morning, I noticed an issue that did not transition when it should have. We have an automation rule that will transition an issue if a customer comments on it (depending on the status of the issue), so that helpdesk agents will see the comments. This is based on 3 conditions: Issue is in (status, we have it set for hold, in progress, completed), Comment is public, user is not an agent (see the attached screenshot of the log for this ticket). The first two work fine, but the last incorrectly did not trigger for this ticket. The user is in no groups, and has no role for any project besides the Service Desk Customer role. Does anyone know why the "Not an agent" check would have returned false?

Thanks in advance!

Ben Poulson · Answer

On further inspection, it looks like the user has two accounts in jira, with two separate email addresses (don't know why, will take care of that once I know what the problem is). Both accounts have the same level of access (and neither have access to JIRA service desk). The issue was created under account 1, but the comment was left by account 2. Could this be the cause?

Edit: and the automation rule is set to run as the person who triggered it, not the project default

Petter Gonçalves · Answer

Hello Ben,

I would check the following:

1 - Check if the user that triggered the rule is, in fact, the customer of the issue. More specifically, check if the automation is not configured to be triggered as a different user:

2 - Check if the user does not have Service Desk Application access

3 - Try to re-index your JIRA to correct possible data inconsistencies

Also, feel free to open a support request to our Atlassian Support team, so they can check your instance details and give you a more exact answer about this problem:

- Atlassian Support

Please, let us know if you were able to solve it.