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E-mail comments not triggering comment added automation (JSD)

I'm having trouble with e-mails comments and automations.


I have an automation that runs based on the comment added trigger, to make a transition when my customer adds a comment.


After a long time trying to make e-mails turn into a comment, it turned out that the automation doesn't even register the comment in the log. My transition does not occur either. 


Does someone know what can be done?



2 answers

We too have same issue in JSD 4.13.1. E-mail comments not triggering comment added automation rule

0 votes
Jack Brickey Community Leader Apr 29, 2019

Can you share your automation rules?

The automation is set as below:image.pngComment added trigger, for issues of a certain status, which user is a customer.


This comment of issue INFRA-270, made today at 10:52 should be there:


The problem is that the log doesn't even show the comment event:



The automation works when the comment is added throught the portal.

Jack Brickey Community Leader Apr 29, 2019

so what does the "Show details" convey? I would expect that a green check would be on the when trigger but fail on the IF condition if user is not a customer or issue didn't match status.

The details are also correct.

The problem is that the comment doesn't seem to be triggering the automation when it comes from e-mail.

When the automation is triggered, the rule works great, regardless if it fails the condition or not.

In the screenshot examples, the condition failed because it was triggere by my user, which is not a customer.

The comment added by the customers through e-mail are not shown for some reason.

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