why does an At-risk SLA alert always fail, when one that is almost identical always works?

[Jason Gorman]

Hello, Community,

I have two Automation rules, one works one doesn't and they are quite similar. I don't know what I'm missing, and am open to any suggestions.

The one that works is...

The one that doesn't is...

Please note the difference in "Issue matches:"  the working one is Organizations != VIPs, and the one that fails is Organizations = VIPs.

I've tried both rules with different recipients and the results are the same: != VIPs works, =VIPs fails.

I have not found the log to be very helpful...

Bringing the cursor over the grayed out check marks brings up the message "Action did not trigger".

I'm looking to find out why the "Action did not trigger" and how to get it to trigger.  Any suggestions would be gratefully appreciated, thank you.

[Susan Hauth _Jira Queen_ · Accepted solution]

Hi Jason,

Your jql may be incorrect.  Organization = VIPs means that the issue has been shared with Organization VIPs.  Which is not the same as identifying if the reporter is in that organization. If the reporter chooses not to share the request, than the Organization will be empty.

Try this jql
reporter in organizationMembers("VIPs")

Hope that helps

Susan

[Jason Gorman]

That worked! Thank you for the help and for giving me a new appreciation of functions in advanced searching.  This is fun stuff! 

[jira guy]

Second rule log shows that Organizations is not matched with VIPs. That's the reason why it didn't execute the rule. 

[Jason Gorman]

Thank you for the prompt reply.  I did not notice that the condition didn't match.

If I can follow up with another question: the SLA depends on the customer being in the organization that is used in SLA alert, the SLA gets applied successfully.  What could be preventing the automation rule from correctly identifying the organization?

[jira guy]

Can you post a screenshot of Organizations field data from FGHD-1038 issues?

[Jason Gorman]

thanks for the help, really, very much appreciated, the problem was the JQL I was using