Adding an Automation to Prompt Customer for Comment

Leo Gonzalez November 8, 2024

I'm trying to set up an automation where Jira sends the customer a comment. This is what it looks like:

 

Screenshot_Jiraautomation.jpg

When I run the rule it says no action performed. Yesterday the rule ran successfully. Let me know if you see I input anything that would cause the rule to not perform.

2 answers

1 vote
Bill Sheboy
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November 8, 2024

Hi @Leo Gonzalez -- Welcome to the Atlassian Community!

For a question like this, please also post images of the audit log details for the different rule executions.  Those will provide context for what did / did not process in the rule steps.

Until we see those...

A few possible causes for the rule not performing any actions are:

  • no issues matched the conditions you show in the rule
  • no issues matched the JQL for the trigger
  • in the trigger, the option below is enabled, and because issues have not changed since the last scheduled run they were not processed
    • Only include issues that have changed since the last time this rule executed

 

Kind regards,
Bill

Mikael Sandberg
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November 8, 2024

Also check the comment component, by default the "Prevent duplicates by only adding this comment once to a particular issue." option is selected which would explain why it worked yesterday but not today.

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Bill Sheboy
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November 12, 2024

@Leo Gonzalez please try to stay in one thread when responding.  That will help others reading this question in the future know if there are multiple possible solutions.  Thanks!

 

Please post an image of your rule trigger, showing the JQL and option for including issues that have changed since the last time the rule executed.

 

Based upon the log image you show, the third condition prevented any issues from proceeding: they did not have you as the reporter.

 

I suggest changing the trigger's JQL as that could test for all of the conditions at one time.  That is, add these and then test the JQL outside of the rule:

 AND issueType="Support"
AND status="Waiting for customer"
AND reporter="Leo Gonzalez- Hotmail (test)"
AND assignee="Leo Gonzalez"

Once that works, you could remove all of the rule conditions and retest with the rule.

 

Leo Gonzalez November 12, 2024

Bill,

Thank you for your assistance.

I'm using my personal email as the report, and the assignee is my work email. I'm not sure where I see the JQL option to view the rule. What I'm trying to do is run the rule so I can see the comment on the test ticket where my personal email is the reporter.

I think this is what you are looking for:

JQL Trigger

Screenshot_Jiraautomation_JQL.jpg

The test with the assignee and report:

Screenshot_Jiraautomation_ticket.jpg 

Leo

Bill Sheboy
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November 12, 2024

Thanks for that information.

As written, the trigger will only select the issues that have changed since the rule was last updated.

 

You may update the JQL in the trigger to add the other conditions to it.  I recommend also adding your project(s) to the rule to limit the scope.

project = yourProjectName
AND updated <= -7d
AND issueType="Support"
AND status="Waiting for customer"
AND reporter="Leo Gonzalez- Hotmail (test)"
AND assignee="Leo Gonzalez" 

 

0 votes
Leo Gonzalez November 11, 2024

Thank you for your response.

I ran the rule again and here's what I see in the log

 

Screenshot_Jiraautomation_audit.jpg

I did check the Include issues that have changed but I got a response:

No related issues that have been updated since the last time this rule executed could be found. To include all issues, un-check the 'Only include issues that have changed since the last time this rule executed' checkbox.

Let me know what you think.

 

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