We are facing the issue. We are using JIRA Service Desk automation.
But the rule is not executed under the project.
I have checked the permissions it's not related to permission issue. (Jira Admin user have all the privileges to execute the transitions).
Below are the automation Rules:
1) Need Clarity --> In Progress on Comment (
When a comment is added to an issue, this rule automatically transitions the issue so it's clear who it's waiting on.)
2) Transition Parent issue to "In progress" on updating of linked issue (It's a custom Rule)
FYR... I have attached the snapshots of the Rules.
Below are the few cases, The jira ticket status are not updated for few tickets and due to same, respond got delayed to stakeholder.
1. Need Clarity:
PRD-38723 and PRD-38783, these two ticket were kept on Need clarity. Once stakeholders responded, the status of ticket was not changed.
2. On Hold:
a) PRD-38605 was tagged PST-52996. The Enhancement got done but the Jira ticket was in Hold only.
b) PRD-38732 was tagged to PST-52896. The Enhancement got done but the Jira ticket was in Hold only.
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