Is there a way to have the automation rule error be a comment on the issue?

Andrea Robbins
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November 5, 2024

 

Is there a way to have the automation rule error be a comment on the issue?

like here's the use case - we have an automation rule that closes a ticket after 7 days of no activity, and it transitions to done, but if the support person didn't log their time, it won't transition successfully bc it's a field required validator (which is expected behavior and what they want), but there's no notice to the support person to log their time so the automation can close it the next day

 

Screenshot 2024-11-05 at 11.39.02 AM.png

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Bill Sheboy
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November 5, 2024

Hi @Andrea Robbins 

Did you try using an if / else condition, so the comment is only added when the time entry is missing and otherwise the issue transitions as expected?

Kind regards,
Bill

Andrea Robbins
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
November 5, 2024

Ah! I didn't realize I could do an If/else inside of an if else! I will do that!

Andrea Robbins
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
November 5, 2024

Screenshot 2024-11-05 at 2.57.46 PM.pngtada! Thanks again!

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Andrea Robbins
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
November 5, 2024

Screenshot 2024-11-05 at 11.50.27 AM.png

I ended up just adding an extra condition based on the field it was erroring upon instead of commenting as a result of an automation rule error (which doesn't seem to be possible)

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