Automation completed ticket by itselsf

[Marija Aleksejeva]

Hey everyone,

Yesterday we've a weird thing. The automation user has set the ticket to 'Completed' by itself, even though we do not have such rule set up.

Has anyone ever encountered anything similar?

Thank you

[Sebastian Krzewiński]

Hi @Marija Aleksejeva 

Are you sure that automation rule did this? If yes in automations audit log you will be able to find which rule did this.

Regards,

Seba

[Marija Aleksejeva]

Hi @Sebastian Krzewiński ,

The action was performed by the automation user.

I checked Audit log and there is nothing related to that.

Thank you

[Sebastian Krzewiński]

Did you checked automation audit log from global administration? It should be there something if Automation for Jira user did this.

[Marija Aleksejeva]

There is no such action in the audit log :(

[Sebastian Krzewiński]

@Marija Aleksejeva are you able to send us some screenshots?

[Marija Aleksejeva]

Sure! The screenshots of what exactly?

[Sebastian Krzewiński]

Ticket history when this change is done and audit log when where you look for any trace of this.

[Marija Aleksejeva]

Here you go

[Marc - Devoteam]

Hi @Marija Aleksejeva 

So the user Kloptek Service Desk executed this transition, are there automation rules where this user is the actor?

Is this user used in API actions?

[Marija Aleksejeva]

Hi @Marc - Devoteam ,

Yes, the user is the actor and it is also used in API actions.

Thank you

[Marc - Devoteam]

Hi @Marija Aleksejeva 

As its used in API as well, an API call could have triggered this transition if this was not done.

Check the API calls that are used in scripts, etc..

[Marc - Devoteam]

Hi @Marija Aleksejeva 

Are you sue, can you show the history of the issue and the related audit log from the automation rule that would have done this.

[Marc - Devoteam]

Hi @Marija Aleksejeva 

As @Sebastian Krzewiński mentions, are you Jira admin or project admin.

There are automation rules that can be setup for multiple projects or global for all projects.

These rules run towards the selected projects or on all projects.

In the project automation did you select via the dropdown, "All rules" and check the logs of the rules that are multi-project and/or global?