Why isn't my automation working as it should?

[Berik Irgebayev]

Hi all,

I've been trying to automate ticket registration in the off hours in order to catch first time to response SLAs in JSM. I have put the following together:

This is how it looks:

This is the log file where there is an issue in Transition Issue part:

When I look at that part, so at "Allocated", this is how I set it up:

When running this with a test organization and test user I also get this error: 

Transition issue

Unknown fields set during transition. Field may not be on transition screen. Fields ignored -

Organization Label (customfield_10080)

When checking the project settings - workflows i see it is an optional field. So now i am confused...help?

[Berik Irgebayev · Accepted solution]

I now have another puzzle - how do I postpone when the automation is run? I need it to run 7 minutes later than the ticket's created time. But the option in my screenshot is not the right setting it seems. I tested it...Anyone any ideas?

[Jakub Koc]

FYI in this automation you check that if during creation your ticket was created 7 minutes later, which logically doesn't make any sense;D

[Berik Irgebayev]

i figured it out. Had to put action "Delay" at the beginning en boom! it works

Thanks for the comment though :P

[Jakub Koc]

Huh, can you share screenshot? I don't recall anything like this.

[Berik Irgebayev]

[Jakub Koc]

Thanks

[Jakub Koc]

Hi @Berik Irgebayev ,

I have a few questions to help me better understand your automation, 

When is the organization label set, is it also automation based? 

What's the trigger for the automation?

Can you share the workflow or confirm that every transition that you are making is in correct order and meeting all the workflow conditions?

Also I think that in between of your transition actions should be 'Re-fetch' action to make sure it's properly refreshed between transitions.

[Berik Irgebayev]

Hi Jakub,

Thanks for taking the time to read and understand.

Regarding organizations label - I am not sure it is automation based. I do not think so. When we allocate a ticket that just came in by hand, we see this prompt appear:

Going top to bottom all these are mandatory fields (or required fields) in order to be able to allocate the ticket.
Organization is usually already pre-filled based on the customer who reported the issue.

Organizations label we have to pick manually from the drop down menu. So I don't think it is based on automation. Quite frankly if I knew what effect it would have on the overall flow within this project, I would remove that required field all together. But that's for later.

That screenshot you see above is what I am trying to automate. Product doesn't need to be, I can just for now put it on a generic "Other" and pick the right product later, but the rest has to be automated, so the ticket goes to Allocated and then Under Investigation.

This is our workflow. In order to be able to go ANYWHERE, you gotta go through that Allocated status first. 

[Jakub Koc]

Okay, so from my understanding the behaviour your are currently experiencing

1. Transition Issue - Caused by missing information about Organisation Label
- Either the automation that usually sets it doesn't picks it up before your automation, or from what I see you are just setting it up manually while transitioning the issue just as you showed on the screen.

In that case you might want to add what @Cristian0791 suggested, action to set that value based on reporter email domain for example or basing on the Organisation field that you mentioned is pre-filled.

2. Transition Issue - information about the issue isn't automatically refreshed in the middle of automation, that's why when you try to transition to "Under investigation" Jira reads transition from "waiting for support" to "Under investigation" which is not part of the workflow.

Adding a function to "Re-fetch" the issue between both transitions should fix the problem, and also one more transition or change to workflow.

This part of automation should look like this:

Transition to Allocated
Re-fetch the issue
Transition to "In progress"
Re-fetch the issue
Transition to "Under investigation"

Hope that helps, but let me know if you have anymore questions.

[Berik Irgebayev]

Thanks again Jakub,

1. The Organizations Label has always been picked manually indeed, before you can transition from Waiting for Support to Allocated. That part is not automated. The organization, however, is pre-filled based on the reporter. 

2. In my workflow screenshot you can see that to transition from Waiting for Support to Under Investigation, there is Allocated. Which is what I also made sure to have in my Automation. That the automation follows what the workflow is (i.e. Waiting for support to Allocated and then to Under Investigation). 

Not sure if re-fetching is still something I should do?

Normally ticket comes in:

1. I transition it from Waiting for Support to Allocated

2. Prompt comes on screen to fill out Priority, product, Organizations Label etc (see screenshot)

3. I press on Allocate at the bottom

4. Transition from Allocated to any status I want. In this case Under Investigation. 

[Jakub Koc]

1. In this case you can automate it basing on the Organisation field either by copying it if it's the same or creating if conditions/branch rule to set a proper one.

2. Tbh I don't see transition directly from allocated to under investigation but okay,
Still re-fetching is something that in my opinion you should do here, it basically just refreshes the data on the issue and without it you might run into trouble running your automation as it would read the data wrong. It's not like it takes long time and it's always good to have up to date data:)

This part of automation should look like this then:
Transition to "Allocated"
Re-fetch the issue
Transition to "Under Investigation"

[Berik Irgebayev]

oh wait, Jakub, you are right...only now I see that there is indeed no transition from allocated to under investigation....it first goes to in progress!

Thanks for your advice, I gotta look at this whole thing again more attentively.

[Berik Irgebayev]

The automation now works after i had to spell out every step and added transition "In progress"...However, I can't figure out how to make sure it postpones the automation by some minutes....do you have advise?

[Jakub Koc]

This article may help you with that, i don't know other options to postpone action besides that. Not sure why would u even do that while adding a comment, unless there is some bigger reason behind it.

[Jakub Koc]

@Berik Irgebayev was your problem solved or do you have anymore questions?

If yes you can mark it as resolved now:)

[Berik Irgebayev]

I think it is resolved now, now i will try to randomize the delay, so not exactly a certain amount of minutes, but let Jira decide within a range of minutes, not sure how to or whether or not it is possible. Different topic for this is necessary I think

[Cristian0791]

Hi Berik,

After step: And assigned issue to try to add other stept Edit Issue: and set a value for Organization Label.

Hope this helps.

[Berik Irgebayev]

Thanks Christian, i will try that today.