Automation are triggered but not visible

[Ellie Bellemans]

Hi, 

When I move a ticket back to the "to do" column, the assignee is removed. I tried to disable the rule that we have to assign a ticket to the current user when moving a ticket from "to do" to "in progress" but disabling this rule has no effect at all (so ticket is still assigned and unassigned).

Related, we also have a rule to set the current user to a custom user field when moving a ticket from "to do" to "in progress". When moving a ticket back to "to do", this field is also cleared, even when disabling the rule.

How can this be? And why doesn't it have any effect when I disable that other rule? 

So 3 symptoms:

• Disabling the rule to assign a ticket to the current user has no effect, ticket is still assigned + no trace of this in the automation audit logs
• The assignee field is cleared when moving a ticket back to "to do" even when there is no such rule + no trace in the automation audit logs
• A custom field is cleared when moving a ticket back to "to do" even when there is no such rule + no trace in the automation audit logs

I slightly remember that I added this rules myself (some long time ago) but I don't see them in the overview. Neither do I see any rules being triggered in the audit log when moving a ticket back to "to do"

Is there another place where I can find these other rules that are clearly being triggered? Is there a bug that made us loose some rules in the overview while they are still triggered in the background?

Many thanks for your help 

[Stefan Salzl · Accepted solution]

Hi @Ellie Bellemans 

3 things that come to my mind:

1. Could you check rule executions directly in the issue? Maybe there is any other rule triggered that does this action. This part of the issue will show any rule that was executed on this issue.
   
2. In the activity section of the issue (very bottom where also comments are shown) select the "History" part. This should give details who or which event did the updates in the issue
3. Please (if permissions exist - otherwise contact your admin) check the workflow for any post-functions on the transitions. This is another place that could do certain changes.

Hope this gives some helpful input.

Best
Stefan

[Ellie Bellemans]

Hi Stefan,

I didn't realize that some automations were set on the workflow (your third suggestion) and some on a project level. Thanks for pointing that out to me! :) 

kr