Once a task is created, I need an automation rule to send an email notifying the approval

[SAzaruddin.mp]

Once a task is created, I need an automation rule to send an email notifying the approval group, project leads, and admins that they are the only ones authorized to approve the task. Once approved, the task’s status should automatically change to In Progress.

[Bill Sheboy]

Hi @SAzaruddin.mp 

Adding to the ideas from @Valerie Knapp ...

For a question like this, context is important for the community to help.  Please post the following:

• what type of project is this (e.g., company-managed, team-managed, etc.),
• an image of your complete automation rule in one image file,
• images of any relevant actions / conditions / branches,
• an image of the audit log details showing the rule execution, and
• explain what is not working as expected and why you believe that to be the case.

Kind regards,
Bill

[Cristian0791]

Hi Saharuddin,

Hope you are doing well.

Can you please let us know if your project is a Software project or a Service Management project?

Why we need this: 

In the Service Desk project you can set an approval step on the workflow and this will automatic send an email to the approver group

If you are using a Software project you can build a Jira Automation:

Beside this you can block the transition from the workflow to be preformed only by the users with a specific role and provide the people from your group this role. With this you ca  be sure that no other persons can preform this transition.

Hope this helps.

[Bill Sheboy]

Hi @Cristian0791 

I am not the original poster asking the question.  If you check the top of the thread you will find the poster asking the question to help mention / alert them to your suggestions.  Thank you.

Kind regards,
Bill

[Cristian0791]

Hi Bill,

Thank you for clarifying. I’ll take a moment to revisit the thread to ensure I fully understand who the original poster is.

That said, I’d appreciate it if we could approach the discussion with a bit more patience. Thank you!

[Bill Sheboy]

My apologies if you found my post read that way!  I perceived you had only seen part way down, and not the original one.  Thank you for the feedback.

[Valerie Knapp]

Hey @SAzaruddin.mp , thanks for your question. 

Please check out the automation library to get started, for example, here is a rule template for your user case https://www.atlassian.com/software/jira/automation-template-library/rules#/rule/112184 

Typically, we would support you with troubleshooting a rule that isn't working, rather than to write it for you. 

Please have a go and let us know if you get stuck or need help. 

Cheers

[SAzaruddin.mp]

I'm struck on this i tried to do that, but email is not going to any of the user that i mentioned

Kindly help me resolve this issue

[Valerie Knapp]

Hi @SAzaruddin.mp , thanks for your feedback. As @Bill Sheboy , we need more information to be able to help, like to see the rule, when you're trying to run it and what the audit log says.

Please provide more information. 

Cheers

[SAzaruddin.mp]

Hi @Valerie Knapp I tested this automation, but the email did not reach the approval group.

[Valerie Knapp]

Hi @SAzaruddin.mp , thanks for sharing the rule and the audit log. 

The message in the audit log says no actions performed because the issue you tested with doesn't match the condition. It's not that the email was triggered and didn't get delivered. It's that the issue AT-648 either isn't an epic or wasn't going through that transition. Did you definitely test with an epic?

If you just want to test sending the email, I often use the scheduled trigger, https://support.atlassian.com/cloud-automation/docs/jira-automation-triggers/ where you can run the rule at any time with a JQL query set to just one issue.

Please check you don't have more than one issue type with the name epic, for example. This can also happen in a busy instance that someone is using Epic and another person is using epic or EPIC. I hope this isn't the case but can happen. 

Best wishes

[SAzaruddin.mp]

Hi @Valerie Knapp ,

 

I have created Epic then I moved Epic status from open to Ready for Approval. This is the Epic workflow

Do I need to add any certain criteria on workflow or else what am I doing wrong here 

[Valerie Knapp]

Hi @SAzaruddin.mp , thanks for sharing the workflow. I don't see any issue here. As I said, the audit log is saying that the rule / trigger isn't called by the issue you're testing with. Please can you show a screen of the issue AT-648?

Cheers

[SAzaruddin.mp]

[Valerie Knapp]

Hi @SAzaruddin.mp , ok, thanks for the confirmation that the issue is an epic.

Please change the trigger to be a manual trigger temporarily in the rule.

Then, from inside the issue, click on the Actions button and run the rule manually to check that the email is sent. 

If this works, we just have to figure out why the transition didn't trigger the rule to work. 

Cheers

[SAzaruddin.mp]

Still showing no action is performed

[Valerie Knapp]

Hi @SAzaruddin.mp , please can you check the rule details and what project is set in the scope?

https://support.atlassian.com/cloud-automation/docs/what-are-rule-details-in-atlassian-automation/ 

Cheers

[SAzaruddin.mp]

Hi @Valerie Knapp ,

this is the scope of that rule i don't know why it is not triggering the rule

[Valerie Knapp]

Hi @SAzaruddin.mp , thanks for the screen. Please can you change the rule actor to 'automation for Jira'? Sometimes your user doesn't have all the permissions needed to perform the actions.

Cheers

[Valerie Knapp]

Hey @Bill Sheboy , are you still following this post? Do you have any more ideas for why the email isn't being sent?

[SAzaruddin.mp]

Hi @Valerie Knapp Changed the actor to Automation for Jira still i didn’t receive the mail

Am I made any mistake here 

I need a rule that once the Epic status changed from open to ready for approval that I need a rule to send a  mail to approval group to approve this Epic to start progress 

can we have a call on this for a zoom or google meet to resolve this issue

[Bill Sheboy]

Based on what the audit log shows, the rule is not detecting that issue is an "Epic".  To narrow down the cause...

Let's start with the simplest possible cause: a "broken" rule.  Rules which have been edited and published too many times can get "glitched", showing odd symptoms / errors.  The way to check this is:

• disable your rule
• recreate it as a new one
• test it

Next, immediately after the rule trigger, please add a write to the audit log to check what the rule detects for that issue using the Log action: 

issue type name = {{issue.issueType.name}} and the id = {{issue.issueType.id}}

Then test your rule and post an image showing the audit log details.

What type of project is this: company-managed or team-managed?  That may be found at the bottom-left side of the page or in the project list.

What is the scope of the rule (in the details at the top): single-project, multiple-project, or global?  The image you show is single-project in the "Admin Project" AT and I just want to confirm that is the case.

If this is a company-managed project, viewing the possible issue types from admin functions, how many issue types are named "Epic"?  Is there only one?

[Valerie Knapp]

Thanks @Bill Sheboy .

@SAzaruddin.mp , please make a copy of this rule and disable the original one. 

Then, add the log step to the new rule and then run it again to see what is printed to the audit log. 

Cheers

[SAzaruddin.mp]

Hi @Valerie Knapp  & @Bill Sheboy  

rule shows it is success but still i didn't receive the mail

[Bill Sheboy]

Thanks for performing that test, as it indicates the rule is comparing to some other type of "Epic".

Please also answer the three earlier questions asked:

1. What type of project is this: company-managed or team-managed?  That may be found at the bottom-left side of the page or in the project list.
2. What is the scope of the rule (in the details at the top): single-project, multiple-project, or global?  The image you show is single-project in the "Admin Project" AT and I just want to confirm that is the case.
3. If this is a company-managed project, viewing the possible issue types from admin functions, how many issue types are named "Epic"?  Is there only one?

[Valerie Knapp]

Hey @SAzaruddin.mp , as Bill says, the action (the sending of the email) isn't being performed because the issue you're using to test still doesn't meet the criteria for the trigger. We (sorry if I'm speaking for both of us @Bill Sheboy but I think you agree) think you have more than one issue type with the name Epic in your instance which is causing this problem / the automation not to work. 

Please can you check this in the admin section of Jira, Issues, and Issue Types? 

Cheers

[SAzaruddin.mp]

Hi @Valerie Knapp We don't have another issuetype named as Epic i already checked my instance.

@Bill Sheboy Project that i created is a company managed project and scope of the rule is Single project and we don't have different Epic names.

[Bill Sheboy]

Thanks for that information, @SAzaruddin.mp If this was a team-managed project, this symptom would be explainable (as the types are different for each project) but not for company-managed projects.

At this point, I recommend working with your Jira Site Admin to ask the Atlassian Support Team to take a look: https://support.atlassian.com/contact/#/

The rule does appear to detect the issue types as a mismatch and perhaps Atlassian Support can see something in their internally logging to detect the cause. 

When you hear back from them, please post what you learn to benefit the community.  Thanks!