Transition on comment

[Alison Files]

I have an automation rule that transitions the issue when a comment is added but it is not working.  I have the following:

When: Comment Added

If: Issue matches status=waiting for support and

    Customer request type is not empty and

    User is not a customer

Then: Transition issue Respond to customer.

When the rule runs all the if statements are green in the log yet the transition still doesn't happen.  Where else can I look to see if something is set up wrong?

Regards,

Alison

[Jack Brickey · Accepted solution]

I can't say for sure given everything is green but here is what I would do to troubleshoot. Basically, I would want to start simple and layer in the conditions. To that end, progressively change your automation as follows:

1. When Comment added Then Transition
2. When Comment added AND Status = W4S Then Transition
3. When Comment added AND Status = W4S Customer Request Type is not Empty...

The obvious idea here is to see if it eventually breaks and if so where. If it breaks at #1 something is crazy.

One possible issue would be with the workflow itself not having a transition from WFS to RTC.

[Alison Files]

Thanks for the reply - turns out the workflow was missing a transition!

[Jack Brickey]

Ha...and it all seems so obvious in the end. ;-)

glad to assist.