Automations fails because of not enough permissions of the actor

[Leon Kupper]

Hi,

I am using: Jira Service Management for my external Support Portal.

I wanted to use an automation that re-opens an issue if a customer replies to it after it was set to "Done". Biut currently that automations fails. The error I can view in the audit log is something like: "Make sure that the user has enough permissions to view issues and to make status transitions."

The actor is: "Automation for Jira", but I have no idea where to see what kind of permissions that user have and how to change that...

I hope someone can help here.

Best regards

Leon

[Yanty Ghani [ServiceRocket] · Accepted solution]

Hi @Leon Kupper ,

Check the permission scheme and make sure that Project Role (atlassian-addons-project-access) is in "Transition issues", "Edit issues", and "Browse projects" permissions.

You can view the permission scheme from this link, https://<instance_name>.atlassian.net/plugins/servlet/project-config/<project_key>/permissions and change the <instance_name> to yours and <project_key> to the correct project key.

[Leon Kupper]

Hi @Yanty Ghani [ServiceRocket] ,

thanks for the reply. If I try to open the link from above (https://digital-medical-academy.atlassian.net/plugins/servlet/project-config/DMA/permissions) then I am forwarded to that page: https://digital-medical-academy.atlassian.net/jira/servicedesk/projects/DMA/settings/access and there I can't see any specific permissions for users. Instead I can only see the 3 user accouns of my agents and the assigned role to them.

Maybe it is important that I am using the free plan.

[Yanty Ghani [ServiceRocket]]

You should be able to edit permission scheme for JSM in free plan. You might not have the right permission to view it. Can you ask the project administrator to check it?

[Leon Kupper]

Unfortunately I am the project admin. I created the project and the whole ORG...

[Yanty Ghani [ServiceRocket]]

Ok, I figured out that you are actually using team-managed JSM project, that's why you don't have permission scheme. Can you go to the request type for that issue and edit the workflow? Then click on "Reopened" transition and see if there's any restriction, something like this, because that could cause the automation to fail.

[Leon Kupper]

@Yanty Ghani [ServiceRocket] thanks! That was actually the issue. My current workflow did not any transition from "Done" to "Waiting for Support". Now I included that transition. Now it works :) Thanks!!!!

[Yanty Ghani [ServiceRocket]]

Great! I'm glad that your issue is resolved.