ServiceDesk automation error- transition on comment

[Karolína Vavříková]

Hello,

I have been taking care of our company JIRA server instance for many months now.
I came across an unexplainable issue- I set up a simple automation rule Transition on comment.When I comment as a JIRA user, everything works perfectly, the issue transitions according to rules.

But when I comment as a customer, the rule doesn't work at all.
-Respective transitions are enabled in customer portal
-the customer account I am using is in SD customer project role

Error logs aren't that helpful, I can't see why it didnť happen.

Any help, please?

[Jack Brickey · Accepted solution]

Couple of questions. 

• Has this worked before or does it work sometimes?
• have you checked the workflow? Analyze all transitions to Analyzing for any conditions or validations that might explain the failure. 

[Karolína Vavříková]

It worked and I have checked the workflow, everything is fine.

However, we have a plugin called Jira2Jira connector, which interfered with automation rules, so problem solved.

Thank you very much for your time