Automation Rules and Workflow with Emails

[Sarah Stickel]

I am working on setting up some automations with workflows one in particular I am having trouble with is - After I close a task, whether I set it to "done", "canceled", "resolved" etc, and the customer sends back an email stating that the task is in fact not done, I would like that task to move to the "Reopened" column in my board view.  I want to be able to see when a customer emails back stating that the task is not complete.  I have tried using the prebuilt automation rule below - 

I thought this would be easy by creating a new column with the "reopened" status is my Kanban board view

I get emails that say automation has failed, but nothing further.

[Paul Wiggers · Accepted solution]

Hello @Sarah Stickel

Stubborn automations can be a source of frustration, luckily, most of them can be solved relatively easily.

However, we do need some more information on why the automation is failing. You mentioned that you receive an e-mail that it had failed. The e-mail itself doesn't show any information on why it has failed, but it does include a link to the automation log (which you can also reach through the automation editor).

Can you post the details from the log? That will give you, and us, a good indication on what is happening.

My first guess would be that your workflow does not allow the transition to happen and I would be interested in seeing your workflow as well.

(as a small reminder, edit your workflow to include a post action that removes the resolution from the item as well).

Looking forward to seeing the additional information so that we can get your automation running.

[Sarah Stickel]

Hello @Paul Wiggers

Thanks for taking a look.  Here's the audit log

Is the the shot of the workflows you'd like to see?  I haven't made any changes/updates to the workflows.

[Mikael Sandberg]

Does the actual workflow have the reopened status? Based on the error message in the automation your workflow is either missing that status or there is no transition from Resolved to Reopened and that is why it is failing.

[Sarah Stickel]

Jira Service Management default workflow

Again, maybe I missed a step but I did not create/change any workflows

[Mikael Sandberg]

What work item type did you test with? Based on your workflows the automation would only work if the work item type is task or subtask. The other default workflows do not have the Reopened status, so you would update the three workflows for incidents and service requests for the automation to work for those too.

[Paul Wiggers]

No problem @Sarah Stickel 

As others have already pointed out, there are some issues with your workflow since it only targets a very limited amount of work item types. If that is what you want, then all is fine of course, but I am guessing that work item ATW-1 is of a different type then task or subtask.

When you go to the work item, you can view the workflow that is being used by selecting the status > View Workflow. That might help you troubleshoot the issue.

As far as the automation goes. I would simplify it by selecting on status instead of status category. Especially since you have only one status that is considered "done". 

[Sarah Stickel]

Thanks for the help everyone.  Turns out I just needed to update the proper workflow.  I can confirm now that I have had successful tests.

[Paul Wiggers]

Good to hear!

[John Funk]

Hi Sarah - Welcome to the Atlassian Community!

A couple of things:

1. Resolved is not a valid option for statusCategory. You would need to change that to statusCategory != Done 

2. Are there any Conditions or is a screen attached to the transition going to the Reopened status?