How to post comment with SR Escalation Service on issues with inactive users in custom fields?

[Elena Baldo]

Hi community,

we have an Escalation Service in place whose job is to post a comment if the issue hasn't been updated in the last 4 weeks to inform the assignee to take actions.

The comment is not posted if on the issue there are inactive users either in custom fields (multi-pickers) or as component lead.

Is there any suggestion to bypass the checks? The goal is simply to add a comment, not to edit the issue so I don't understand why the system is checking the users in the background.

Thanks for your attention and feedback.

[mogavenasan · Accepted solution]

Hi @Elena Baldo ,

Would it be possible for you to share the Escalation Service configuration here? 

The comment is not posted if on the issue there are inactive users either in custom fields (multi-pickers) or as component lead.

Have you tried to look at the log files if there's anything about this behaviour?

Thanks,
Moga

[Elena Baldo]

hi @mogavenasan ,

thanks for reply. We've solved the issue by retaining the existing values with the method

issueInputParameters.setRetainExistingValuesWhenParameterNotProvided(true, true)

In this way the validations performed on any involved users being still active are skipped.

[mogavenasan]

Hi @Elena Baldo,

Glad to hear that, please mark this thread as solved.

Thanks,
Moga