Issues with Automation Rules and specific status

[Eugene Eng]

Background:

• I created custom fields and automation rules to enable teams to query how long  tickets have been in a particular status

The details:

• I have two custom fields:
  • Last Transition Occurred - this is a Date field
  • Days in Status - this is a numeric field
• The automation rules:
  • Any time a ticket is transitioned (from any status to any status):
    • Last Transitioned Occurred field is changed to today's date
    • Days in Status field is reset to 0
  • I have another automation rule that increments the Days in Status field every day

The issue:

• The automation rule that updates Last Transitioned Occurred and Days in Status fields works for all statuses EXCEPT for the QE status.  The automation rule does not execute.
• One difference with the QE status is that "Allow all statuses to transition to this one" option is unchecked/disabled
• When I check/enable "Allow all statuses to transition to this one" for the QE status, the automation rule executes successfully.  However - this is something I cannot enable as I have conditional checks and validations on the transition
• Closed status is another status that is setup the same as the QE status (the "Allow all statuses to transition to this one" option is unchecked/disabled).  However - the automation rules executes with no problem for Closed status.

Any help would greatly be appreciated!

[Bill Sheboy · Accepted solution]

Hi @Eugene Eng 

In your workflow are you using a custom event?  If so you may be encountering this defect:

https://jira.atlassian.com/browse/JRACLOUD-74614

Kind regards,
Bill

[Eugene Eng]

Bill - I think this was it!  I didn't specifically use a custom event, but once I changed it to Generic - it seemed to be working.