SLA breach automation rule not triggered

[Simon Andersson]

Hi!

I have an issue where an automation rule is not triggered even though the SLA threshold is breached.

I have recreated the same automation in "legacy automation" and it triggers there just fine, However not in the "new" Automation.

[Yvan Martin]

Hi Simon,

Developer from Automation here.

I understand that there may be some rule trigger discrepancies between Automation and legacy automation, initially when we implemented that functionality there were event limitations that we couldn't access, and we had to rely on polling Jira instead of getting a reliable event.

This is something we'll be looking into at some stage in the future, the goal is to eventually have all the functionality and reliable for customers to move all rules away from legacy automation. I've created an improvement around this issue, which you can track here: https://codebarrel.atlassian.net/browse/AUT-2075

Cheers.

[Zita Bagi]

Hi Yvan, I have a similar problem. We have JSD 4.5.3, server and an automation rule, which is triggered when an SLA is breached doesn't work anymore. It has worked for several months and it stopped working without implementing any changes. Do you happen to know about a related problem in server?

[Daniel Ebers]

Hi Simon,

welcome to the Atlassian Community!

Have you have the time to review if there is something in log about it?
https://support.atlassian.com/jira-service-desk-cloud/docs/debug-automation-rules-in-the-log/
https://support.atlassian.com/jira-service-desk-cloud/docs/automation-log-details/

If not could you please check and report back if/what is recorded there?

Thanks,
Daniel

[Simon Andersson]

Hi Daniel,

The rule is triggered in Legacy automation but in the audit log of the "new" automation is only triggered sometimes (inconsistency). 

Just a bunch of "Config change" when I've done changes to the automation and no errors in the runs. They are simply not triggered even though the SLA is breached.

//Simon