Automation Rule Not Triggering as Expected

[Nguyen Thanh Tien]

 The rule is intended to trigger when a comment is added that matches a specific feedback NPS score pattern and subsequently perform certain actions such as editing the work item and re-fetching data. However, despite a comment being added that matches the criteria, the automation rule does not seem to execute.

I have verified that the comment content matches the pattern exactly, and the rule is enabled. Could you please advise on what might be causing this issue or suggest any troubleshooting steps?

[reza rouhafza · Accepted solution]

Hey @Nguyen Thanh Tien 

Use a "Log action" for {{comment.body}} smart value and check if this smart value returns the commented text. According to this document, you should use this smart values to access comments instead of {{comment.body}}:

{{issue.comments.last.body}}

Document Link: https://support.atlassian.com/cloud-automation/docs/jira-smart-values-issues/ 

[Bill Sheboy]

Hi @reza rouhafza 

If you read the documentation for the Issue Commented trigger, you will find it supplies an additional smart value for the specific comment involved:

https://support.atlassian.com/cloud-automation/docs/jira-automation-triggers/#Issue-commented

Kind regards,
Bill

[Nguyen Thanh Tien]

@reza rouhafza it is now working after updating the smart value to {{issue.comments.last.body}} as your comment. Thanks!

[Bill Sheboy]

Hi @Nguyen Thanh Tien 

The condition you show appears to use the plain text for the value:

• smart values condition:
  • first value: {{comment.body}}
  • condition: contains
  • second value: Feedback NPS Score:

That will work if the comment has a value as plain text or in a bullet markup format.

Have you checked if there are any control characters, tabs, etc. in that comment body?  If so, those will not match the comment body in the condition.

Kind regards,
Bill

[arielei]

Hey @Nguyen Thanh Tien 

What type of field is "Feedback NPS Score"?