Jira Automation rule wont execute

[Simon Mühl]

Hi

We have made a custom rule where if a issue is created and:

Issue matches: status = "Waiting for support" AND reporter in ("no-reply@XXX.XX")

THEN

Auto-approve/decline: Decline

The problem is that the rule wont execute. The log shows either Error or Not Executed. 

How do I troubleshoot this? 

[Jack Brickey]

Please try to enter your issue matches filter into a ‘search for issues’ JQL and see if it returns any results or throws an error.

[Simon Mühl]

Hi jack

Sorry for late answer! Where do I do this? 

[Jack Brickey]

go into "search for issues" and click advanced button and copy your JQL into the field.

[Simon Mühl]

I don't have the option in our Service desk project to click advanced.

[Prasad Andrews]

Hi @Jack Brickey 

We are using JIRA Service Desk projects.

When a comment is added to an issue, if the Issue matches status = "Need Clarity" then comment is public, User is not an agent, then the Transition Issue = Start Progress.

We are using the inbuilt service desk automation rules. But the rules are not working properly.

FYR... Please find the attached screenshot of my Rule.

But the Rule is not working when the comment is added to an issue, the transition is not moved to In progress from Need Clarity.

Note: Only user type is not an agent is not working.