You're on your way to the next level! Join the Kudos program to earn points and save your progress.
Level 1: Seed
25 / 150 points
1 badge earned
Challenges come and go, but your rewards stay with you. Do more to earn more!
What goes around comes around! Share the love by gifting kudos to your peers.
Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!
Join now to unlock these features and more
I recently split our "If comment -> Update status" into two different automations, previously we had one automation that worked regardless if it was a customer or agent who commented. This had the unwanted effect that Automation for Jira pinged our agents non-stop as soon as they did any changes.
To avoid that, and making sure that the notifcations they received were actually relevant, we split them.
The customer based one works perfect, without any errors, as it still relies on Automation for Jira, but the agent one causes Errors whenever a customer adds a comment (when in reality it works exactly as expected.)
Above is the workflow in question, which is relying on the "User who triggered the event" for the Action. Our customers can't do that action, so it fails and results in an Error and another email regarding the error to my inbox.
But what I am not understanding is: Due to the criterias in the IF, the automation shouldn't even trigger when a customer replies.
What am I missing, or doing wrong? :thinking:
Thanks in advance for any replies :D
Here's the most recent audit log.
Errors are caused when customers are commenting on an issue, regardless of status.
No action performed are when agents add comments, but the issue is in a status that should not update the status on comments
Success is when an agent has commented, and the issue is supposed to change status.
So it's doing everything correct, except that it treats customer comments as Errors instead as No action performed. The notifications on the bell / email / jira app works just as expected as well, but I am getting spammed by the error emails. (I know I can simply NOT send out any emails for errors, but I would like to receive them, not just (30x2) times a day)
Looking at the error. It seems there is an issue with the actor used to trigger the automation because they cannot perform the action.
Go to the details page of the automation and confirm what is set there.
Also, confirm if there are any actions a customer cannot perform that leads to the failure because this will fail as seen here:
Please let me know.
Yes, I know that is what is causing it, but I can't understand why it triggers.
According to the rules in the automation, the rule should only do something if an agent is the actor, and the agents are able to perform the action.
But I guess it checks even before the first IF and sends the error based on that. Very suboptimal in my opinion, but oh well :shrug: