Automation is Not triggering Issue Commented

[THIBAULT JOSSELIN]

Hi,

As part of a Jira-ServiceNow link, I'm looking to automate transition's tickets when a comment from Service Now is added to a ticket.

The comment is added to the ticket automatically by a generic user, and should trigger the following rule:

Problem: the rule is never triggered as I can see in the audit log.

To go a step further, I manually added the same style of comment...and the rule was triggered !

Is there a rule or special feature for external users in jira automation? That's the only difference I can see.

[Tim Kopperud · Accepted solution]

Hi @THIBAULT JOSSELIN, welcome to Atlassian community. Nice to see you here.

I'm not sure exact how the comment is added but you might try to allow the rule to be triggered from other rules by making sure this check box is checked (red marking). 

Try this and see if it helps.

TimK.

[THIBAULT JOSSELIN]

Thanks Tim!

I tried this configuration.

I tried to put manually a simple comment, the rule is well triggered but is stopped because the conditions do not allow it more.

I tried manually adding the expected comment, no problem. The rule succeeds with the change of status for the ticket.

And finally I tried to push the comment automatically from outside Jira. The comment arrives, but doesn't trigger anything, as if it didn't exist for the Jira Automation.

So it's the way in which the comment is added that plays a more or less direct role. In this case, I'm using the Atlassian SDK to create a plugin that interacts with my instance (and therefore my tickets).

Any other ideas?

Thibault

[Tim Kopperud]

Hi @THIBAULT JOSSELIN, then my immediate suspision is that the plugin are interacting in a way that no "Comment on issue" events are raised. Could this be the case?

TimK.

[THIBAULT JOSSELIN]

Could be!

In any case, it seems like an interesting thought to explore.

I'll investigate, I'll keep you informed if I find anything.

Thanks Tim

[Tim Kopperud]

@THIBAULT JOSSELIN,  great. Looking forward to hear from you.

TimK.

[Tim Kopperud]

Hi @THIBAULT JOSSELIN, thanks for accepting the answer. I'm glad I could help. 

TimK.