JQL in automation scheduler sometimes not fetching some of the tickets

[Vallala Ujwala]

JQL sometimes doesn't fetch some tickets while we search in "Search for issues" we could able to see the tickets there, though tickets are of less numbers it still skips. 

We are able to see these issues more lately. Can we get a permanent fix for this issue

[Valerie Knapp]

Hi @Vallala Ujwala , thanks for your post. 

Just to check, have you made sure that the context for the automation and the global search / "search for issues" are the same?

For example, if you have a global automation, it can have a context which is limited to a certain set / grouping of projects instead of having a global context. 

If you've already checked that, I would open a support ticket as Atlassian are the only ones who can access your instance directly to see what's going on https://support.atlassian.com/contact/#/ 

Best of luck and let us know if you have any more questions or doubts

[Vallala Ujwala]

For example, if you have a global automation, it can have a context which is limited to a certain set / grouping of projects instead of having a global context------------Yes I'm checking in the same project which is set in the automation rule

It is working for some tickets and not for some in the same project and same issue type

[Bill Sheboy]

Hi @Vallala Ujwala 

In your rule's Scheduled trigger using the JQL, have you enabled this option:

Only include work items that have changed since the last time this rule executed

If you have, the rule may not return the same work items (formerly called "issues").

Kind regards,
Bill

[Vallala Ujwala]

Its disabled

[Bill Sheboy]

Please post the following to provide more context for this symptom:

• what type of project is this: company-managed, team-managed, JPD, etc.
• an image of your complete rule in a single image file
• images of each trigger, action, branch, and condition
• an image of the audit log details showing the rule execution (with all the areas at the right side expanded)
• the JQL used in your rule trigger
• how many issues were you expecting the rule to find?