Why are no actions being performed when my JQL finds issues when testing within the automation?

[Renee Troiani]

I created a scheduled automation to email the assignee of certain issues. When I validate my query, it tells me it has found an issue. However, when I actually run the rule, it says there were no related issues found.

The automation: Scheduled trigger (running it manually for testing purposes)

JQL: status != DONE and summary ~ donation and assignee = Jennipher

THEN: email assignee

[Bill Sheboy · Accepted solution]

Hi @Renee Troiani 

Following this thread, I did not see this information yet so I wondered...

1) What is the scope of this rule: is it global or for one project?

2) Have you tried adding the project (i.e., BA) to that JQL statement to observe the impact?  For example:

project = BA AND status != DONE AND summary ~ donation AND assignee = Jennipher

3) Has the name of that user changed over time, from another value prior to "Jennipher"?

4) How many active users are named "Jennipher"?  Just one or more?

5) For some reason, automation rules can get "glitched" and broken if edited to many times.  (I do not know why; there is something happening with the editor.)  Have you tried to disable this rule, recreate it from scratch, and then test to see the results?

Kind regards,
Bill

[Renee Troiani]

Hi @Bill Sheboy ,

1) The scope of this automation is this specific project

2 and 5) I just tried recreating the automation after turning the first one off and added the project specification. I got the exact same results as the first automation

3) The user name has never changed values

4) There is only one active user named Jennipher

Thanks so much for the reply!

[Bill Sheboy]

Hmmm...

Is this a team-managed or a company-managed project?  You can see that information at the bottom of the left-expand area on the page.

My next idea would be "I wonder if someone has either altered the permissions of the Automation for Jira user, or severely locked down permissions in your BA project."  Neither of those seem likely, and your Jira Admin could confirm that.

[Renee Troiani]

This is a company managed project. I do have administrator permissions on this project, not sure if that makes a difference. 

[Bill Sheboy]

That seems to exclude team-managed project, field problems.

At this point, I recommend working with your Jira site admin to submit a ticket to Atlassian Support here: https://support.atlassian.com/contact/#/  They may see something in the logging for your site which we are missing.

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

[Renee Troiani]

@Bill Sheboy I have an update! Apparently there were multiple accounts associated with Jennipher's email. For some reason, I couldn't see that when I searched her name in the project but I submitted a ticket and this is what the support agent found! Hopefully, once we delete the extra accounts, the automation will work. Thank you for all your help!

[Bill Sheboy]

I wondered about that but thought it would have errored-out with other symptoms.

You can quickly test this by identifying and using the account id value instead of the user name in the query.

[Dan Tombs]

Hi @Renee Troiani

I think what you may be struggling with is a checkbox on the schedule trigger that only runs for issues updated since last run. Make sure that isn’t checked.

[Trudy Claspill]

That is my suspicion also.

[Renee Troiani]

Hi @Dan Tombs , I added a screenshot to the response below, sorry I should've done that initially! 

[Trudy Claspill]

Hello @Renee Troiani 

Can you please show us the details of the automation rule, please? It is challenging for us to diagnose the issue without those details.

Does your trigger include the JQL, or is that a separate component of your rule?

[Renee Troiani]

Hi @Trudy Claspill So sorry, didn't think to include a screen shot. That box is indeed unchecked! Note: The 5 minute scheduling is just for testing purposes

[Trudy Claspill]

When you click the Validate query option you said it is indicating that it found an issue. You should be able to click on the issue count and it should take you to the Search screen and show you the issue(s) it found. Can you do that and confirm there are issues listed.

I ask this because using "assignee = Jennipher" should not actually find any matching issues. Using "assignee" in search criteria will actually search for a matching user account ID. When you plug such criteria into the search screen you can type in the name of a user, and the search screen will automatically convert that to the appropriate ID.

If you want to use "Assignee=" in a JQL in a rule you need to first use it in the Search screen to get the Account ID conversion, then copy that to the rule.

[Renee Troiani]

Unfortunately, it does find the correct issue (I created a test issue to specifically fit the JQL search)

[Trudy Claspill]

It finds an issue with the Assignee field set to "Jennipher"? 

Can you possibly provide a screen image of that issue, showing the Assignee field set to "Jennipher"?

Is that the built in Assignee field, or have you added another custom field called "assignee"?

[Renee Troiani]

Yes it does, someone deleted my test issue but I can confirm that Jennipher was the assignee of the issue and it is the built-in field. We do not have a custom field for assignee

[Trudy Claspill]

So at this point with the JQL shown there are no matching issues, right?

Can you create another matching test issue, confirm the JQL validation in the trigger finds it but the rule doesn't send the email? And then show us a screen image of the issue?

Also please show us the results from the Audit Log for the rule execution.

[Renee Troiani]

Here are three screenshots: one of the issue created, one of the issue found my the JQL search, and one of the audit log!

[Trudy Claspill]

Hm, this is perplexing.

On the Schedule Trigger screen can you click through on the 1 issues found link and show us the resulting screen that opens?

[Renee Troiani]

That would be the second screenshot in the reply above. If I click that link, it takes me to the screen that shows the JQL at the top