Automation: Urgent issue alert not triggering

[Tariro Rarayi]

I set up the alert:

resolution = Unresolved AND "Incident Response Time" = remaining("3h54m") and it should alert agents I specified, but it's not triggering

[Patrick Cartier [Candylio]]

Hi @Tariro Rarayi ,

Can you provide a screenshot of your whole automation rule?  This is just the condition part, so I'd like to know what the trigger is.

I'm assuming the result should be a notification of some sort.

[Tariro Rarayi]

Hi Patrick,

Thanks for the response. this is the automation rule:

[Patrick Cartier [Candylio]]

Ok, 

I could be wrong here, but I think you should change your operator in the JQL "if these match..." to <=. 

Then it will trigger for all issues that have less than 3h54m remaining.

When I use = for an SLA I don't get any results.

Let me know if that works!

[Tariro Rarayi]

Let me try that and advise. Thanks.

[Tariro Rarayi]

It seems it does not want to trigger when I include any SLAs. In the log it says "Conditions not met" I have removed the SLA conditions and I am now getting a different error on the "Then do this part" in my case, the Alert - "you do not have permissions to create internal comments on this issue."

[Patrick Cartier [Candylio]]

So you will need the comment permission then a service desk agent permission to create a trigger with an SLA.

Non service desk agents are very limited in how they interact with service desk, since service desk has agent based licensing.