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Legacy automation - 'adding comment to issue after x number of days in status' not working

So I have a couple of rules in Service Desk using Legacy Automation. One works, one doesn't. 

This one works fine - after 30 days in a status, it transitions and adds a comment to the issue.


The only difference with the one below (that is scheduled to run five days before the one above), is that there is no transition alongside the comment. 


This is not posting and because this is legacy automation, I'm not aware of anywhere I can see an error log. 

Any help appreciated. Thanks. 

1 answer

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Brant Schroeder Community Leader Oct 30, 2020


First off welcome to the community.  

The two images you posted are the same so I was not able to see how the second automation is constructed.  You can view legacy logs by going to the legacy automation page and clicking on the three dots and selecting view logs.  This log contains errors and successes.


Sorry, bad paste. This is the one that is not running - and having checked the log (did not know where to look for that - thanks), it seems that this is not executing at all. 



Brant Schroeder Community Leader Oct 31, 2020

The only time I have seen this is if there are multiple statuses that are the same in different workflows and the status that you chose to trigger the automation is not the workflow that is associated with the issue. If you look at the automation is there two statuses that are the same per chance?   It is really odd that it is not firing off.  I would suggest duplicating the one that is working and just changing the days to see if that works.

Thanks, Brant. I checked and don't have another status with this name. I've duplicated the working rule and modified it to trigger an email alert (with no status change) on an eligible issue tomorrow (if I got my math right). So I'll report back whether or not it resolved. Thanks a lot. 

Hi. Pleased to report that duplicating a working rule and modifying it worked fine. The only difference with the rule that was not firing was the length of time that the item was in the status (11 days for working vs 25 days for non-working). I will update the working rule to 25 days and ensure it continues to work when I reach that threshold. I will mark this as resolved. 


Thank you for your help!

Brant Schroeder Community Leader Nov 05, 2020

Glad to hear it is working!

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