We are using Jira Automation within the Service desk (Server) and unfortunately for some reason sometimes the Automation doesn´t start.
For example if someone comments an issue (Service desk agents) the "Status" does not change and / or no mail sent.
No entries within the log file - so it Looks like the Automation could not start or something like that.
Did anyone els experience such issues with the Automation function?
I've run into a similar situation before. In my case, it was because my user account was being considered as both an agent user and customer user. My automation rule's "if" statement was based on whether or not the user was an agent - the rule was likely thinking I was a customer user, while the rule should have triggered because I was an agent in the Service Desk project. I'm still relatively new to Service Desk, but I believe this can happen when:
At the very least, this might be worth checking out. Can you post more details about the automation rule you configured?
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