Automation does not pick up comments added via email

[Mario Coluzzi]

Jira seems not to pick up or read comments added by email 

How to replicate it:

• Create an automation to check for "mark" when a comment is added
  • Run Trigger on comments
  • if {{issue.comments.last.body}} contains MY_MARK
  • do action e.g. change value or something
• Send via email a comment to the Ticket ID 

The trigger will simply not fire as it seems the comment is not to recognized by automation/system

Has anyone had this same issue? Is it per design or probably it is a bug?

[Mario Coluzzi]

I did test the same automation onto another instance and it is working as expected

• Old Cloud instance created on 2014
• New Cloud instance created on 2023

I have also created a similar but different automation feature in both instances.

No way in Old Cloud it works . . . this is a BUG dear Atlassian

[Jack Brickey]

What does the audit log show? You mentioned it doesn't work for emailed comments, did you try adding a comment via app/portal? If so did the Automation run successfully? Finally, can you add an action log ... "comment = {{issue.comments.last.body}}".

[Mario Coluzzi]

Hi Jack,

Thank you for your reply

• If I add the comment via portal the automation does work.
• Should I send an email comment, the automation does not show anything, only the last CONFIG CHANGE time 

I did put a trap similar to what you described, it still does not return anything.

To make this automation work, I have used a Cron Job that fires every 5 minutes and reads for comments bearing my KEY_WORD and run the change.

. . . not ideal work-around

[Jack Brickey]

I definitely would not use the workaround given new limits soon to be released. Are you using html for emai? If so you might try adding html to your smartvalue.

{{issue.comments.last.body.html}}

I saw that mentioned in another post. I have not had to do that before however. You might also try sending an email from another email client. Finally, I would definitely consider reaching out to Atlassian support on this as I am not able to reproduce it.

[Mario Coluzzi]

Hi @Jack Brickey 

I will give it a try, although email are not HTML.

As I did mention, I did try with two newly created cloud instance and those automation work as expected. My bet is on the 2014 instance that has some "issues"

Definitely I will reach out to Atlassian shout your additional suggestion does not work.

Thank you for your input.

Mario 

[Jack Brickey]

But every cloud instance is updated weekly/daily/regularly. Please update us here with the response from Atlassian.