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Automation deleted tickets get stuck

Hi, I have an automation that is cloning tickets for SD to another project then deleting them. The issue is the deleted ones get stuck in the SD queues. 

Any advice on how to get rid of them or how to improve the automation ?

Thank you. 

2 answers

1 vote

Hi @Tudor Lala 

I am not sure if deleting an issue is a good idea. If you need customer raised tickets/issues to be handled by your dev teams then you can always create a linked issue and using automation update the original ticket when needed.


0 votes

@Tudor Lala, can you please clarify what you mean by the "deleted ones get stuck in the SD queues"? Do you just mean that the counts on the queues aren't updating? 



the tickets raised initially in the SD portal  remain in the  SD queue after the automation deletes them . Clicking on them will get the "you can't view this issue" page. 

I know is not ideal but we have no need for the  SD ticket after is being cloned in the correct project. The deleted one sometimes  randomly go from the queue after a few days but there are cases when there are a lot of them just stuck there 

Like Ravi Sagar _Adaptavist_ likes this
Daniel Ebers Community Leader Jan 26, 2021

That sounds more like a refreshing/timing issue. The statement "you can't view this issue" usually says for sure the issue is already deleted.
Maybe it needs some seconds for the queue to update and to show the current situation - we even could observe this for other automation rules.

Is there any timeframe until you see the deleted issues? Forever or do they vanish after some time after being deleted?

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