Jira automation stopped running in Jira Cloud

[Dawn Rodney]

I have two automations running that trigger a ticket to be cloned and due date updated based upon a label after the ticket is moved to Done status. 

Both were working flawlessly, then they both stopped working. I have scoured the audit logs to find failures after multiple test runs. It just seems to ignore it, as if the automation doesn't trigger at all. 

Finally, I gave up troubleshooting and turned it off and back on again. And of course, it starts working again. 

Any ideas?

Thanks,
Dawn

[Stefan Salzl]

Hi @Dawn Rodney ,

maybe you already checked all these things but some questions that came to my mind:

• As the trigger explicitly checks for transition FROM "In Progress" to "Done": could it be that the transition was initiated from another status than "In Progress"?
• Could there be a change in the workflow so that status "In Progress" was exchanged?
• Is the transition always made manually? Or may the issues be transitioned by another automation rule? In this case your rule needs to be allowed to be triggered by another automation rule (can be set with a check mark in the rule details)

Best
Stefan

[Bill Sheboy]

Hi @Dawn Rodney 

Yes, and...to the questions Stefan and Jack asked:

What type of project is this rule running against: company-managed or team-managed?

Do you have any custom transitions in your workflow for the issues?  If so, there is an open defect about custom event types not triggering a rule for a transition: https://jira.atlassian.com/browse/JSWCLOUD-22466

Kind regards,
Bill

[Stefan Salzl]

@Bill Sheboy I love your "yes...and" introductions 😉😊🙌

[Dawn Rodney]

Great call, I already experienced that issue and then found that referenced ticket and note. However, this problem is different. 

I don't have any automation set up for status transitions. This is all done manually by the team members.

[Bill Sheboy]

Dawn, I suggest a next step is to work with your site admin to submit a ticket to Atlassian support for this symptom: https://support.atlassian.com/contact/#/

They can see logs that we cannot, and they may notice something we are missing on this problem.  Perhaps included a link to this thread for reference of what has been suggested thus far.

[Jack Brickey]

Hi @Dawn Rodney , that is most unsettling. I cannot say I have seen this. My best advice would be to open up a ticket with Atlassian support if and when the issue reoccurs. They would need to see it in that state to analyze what might be going on. What exactly is the trigger? Label field updated or issue transitioned to done? 

[Dawn Rodney]

It's just a super simple trigger. 

[Dawn Rodney]

[Jack Brickey]

Yep weird that didn't trigger.