Automatically update comments/status between JIRA Service Desk and JIRA software

[Dean Holmes]

I have followed some online documentation and set up a built in automation that supposed updates comments made in Jira Software by engineers back to the service desk comment for the agents.

It’s enabled, I set up all {{ }} tags I needed but nothing happens

There is a note about permissions but I don’t see automation permissions.

I just want to update service desk ticket with comment from engineers in Jira sofware. I would have thought that would be built in for links issues.

[Dean Holmes]

The screenshots are below, there is nothing in the Audit Logs other showing when I created and modified it.

Thanks

[Angélica Luz]

Hi Dean,

Thank you for the details.
On the screenshot, it shows that the automation will only run when an issue is linked, but the right option is "Issue commented" and then add a Branch and after that "Then".
Here is an example:

Please, give it a try and let us know how it goes.

Regards,
Angélica

[Angélica Luz]

Hi Dean,

Thank you for reaching out to Atlassian Community!
As per the details you provided, you are using Automation for Jira, is that correct?
If so, can you please open the automation and check the audit log in order to validate why the automation is not working?
If possible, send us a screenshot of the automation you created for us to try to replicate this issue on a test instance.

Regards,
Angélica