Automation Failure on Status Change

[Lewis Flisher]

Hello all,

I'm getting the below error on one of the standard automation rules. The validation on the rule seems to work fine, but get the error when a customer replies to a closed ticket.

[Dirk Ronsmans]

Hey @Lewis Flisher ,

isn't it normal that this rule fails? or do you have a transition between Closed and Waiting for Support? (for me Closed = Closed so those don't get reopened).

You could just add a check to your JQL to avoid having issues that are closed be re-opened. (or add a transition if that is what you want in your process)