Transition on comment is not being executed

[Dimitrios Danampasis]

When some Reporters are responding to tickets by adding a comment, the automation rule Transition on comment is not being executed. As you can see in the picture, both of the conditions are met but the rule doesn't trigger.

Is there any other way to troubleshoot than Automation Log from the Project Settings?

The Reporter has the Customer Role and here, it seems the ticket has a Request Type:

Here you can see the comment that is not triggering the rule:

And this is from the Automation Log:

[Marco Brundel]

Hi @Dimitrios Danampasis ,

I don't know direct any other way to troubleshoot than Automation Log from the Project Settings.

Is the reporter only a customer or (also) a Jira Software or Jira Servicedesk user?

And has the reporter added the comment via the portal or via the backend?

greetings Marco

[Dimitrios Danampasis]

Hi @Marco Brundel

Thanks for the response.

I didn't verify that, but in the first screenshot, the Channel attribute specifies Portal which I think means that the issue was created via the portal.

And the Reporter is just a customer in the scope of the project. But he also has application access to Jira Software which shouldn't affect the project. Correct?

[Marco Brundel]

Hi @Dimitrios Danampasis 

It must be correct but maybe because the Reporter is a customer and also has application access to Jira Software is Jira not react the right way.

I advise you to inform of the reporter added the comment via the portal or via the backend? And when it's done from the backend, then test how it works when comment is added from the portal.
And also test it, if possible, with a customer that isn't a software-user.

It is not directly a resolution, but maybe you can find this way what the problem is.