It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Automation: Keeping on top of SLA's not triggering

Hi, everyone!

I'm having trouble with an automation rule, that helps our team to keep on top of SLA-s.

The automation rule is fairly simple - when the timer is at 60 minutes, the system should add an internal comment to the task. The same goes for when there's 30 minutes left and when the SLA has been breached.

The system only adds a comment, when I add a comment myself or make a change to the task (i.e change the priority).

Has anyone else experienced this issue? What could be the cause and the solution?

Thanks!

2 answers

1 accepted

0 votes
Answer accepted

The issue was resolved by restarting the server.

Hi Roman,

The triggers is simple, 30 minutes from breach, 60 minutes from breach.  Then try using "Alert User" as the action item.  That will notify the users with an internal comment "This issue requires your attention".

Hope that helps

Susan

Hi, Susan!

I have everything set up and I've defined 3 different automation rules.

WHEN (different rules):

  1. When there's 60 minutes left on the timer.
  2. When there's 30 minutes left on the timer.
  3. When the SLA has been breached.

IF:

Issue matches: issuetype in (standardIssueTypes(), subTaskIssueTypes()) AND priority in (Blocker, Critical, Major, Minor, Trivial)

THEN:

Add comment with my predefined message.

 

Now, the problem is, that the comment defined in the THEN part is only added when I change, edit, or add something to the task (i.e add a comment myself, change the description or the priority), but not when it passes the the 60, 30, or 0 minutes mark defined by the WHEN part of the rule.

Example:

SLA timer has passed the 60 minutes mark. The comment, I have defined has not been added.

Now, when I add a random comment to the task or change the priority (for example), the comment, defined in the THEN part appears.

Hi,

Did you check the log of the automation rule to see if maybe a criteria wasn't met?

Susan

Yes, and the log is empty. It does not say it failed to run the automation rule. 

If I act like I described in the example of the previous post, a success message is displayed, even thogyh it didn't run automatically when it was supposed to, but as a result of õe adding a random comment to the task.

Hi Roman,

What is your sla set up like?  Maybe it's being reset when you update or comment on an issue?

Your log should not be empty, every issue where it meets that criteria of breached timer it should show an entry that it either fired or didn't fire?

Susan

Jack Community Leader Feb 05, 2018

As a quick check, it might be worth simplifying the "If" for debug purposes. What happens if you remove the "If" condition altogether.

I've tried that, and it didn't help. That was actually one of the first things I did.

Roman,

Can you paste your SLA and your automation rule in here

I took screenshots, so maybe it's easier to follow.

IF.PNGThen.PNGWHEN.PNGSLA.PNG

I had our admins restart our JIRA server. Will let you know if anything changes - our SLA timers are on hold at the moment, since it is not office hours.

The issue has been resolved after the server was restarted. All the automation rules work as intended.

Big thanks to everyone, who gave their two cents. :)

Suggest an answer

Log in or Sign up to answer
Community showcase
Posted in Jira Service Desk

Tell us how you've implemented Change Management

Hello Community 👋, I'm a product manager at Atlassian, looking at improving change management capabilities across our products. In particular, we're looking at bridging the gap between Dev & ...

298 views 0 6
Join discussion

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you