Service desk automation not working to add comment on incoming webhook

[Mahdi Alikhani]

Hi, I want to add a comment when an incoming request is called.

I created this automation:

And this is my Audit Log:

The issue was found successfully, but the comment on the issue action is not working.
I tried the branch rule for JQL, but neither is working ..Does 
anybody know how to create an automation for this?

I'd appreciate your help!

[Bill Sheboy]

Hi @Mahdi Alikhani -- Welcome to the Atlassian Community!

Is the issue to which you want to add the comment the IT-69 one (from the webhook data)?

If so, please replace your Lookup Issues action with a branch using the same JQL as from the lookup, moving your Add Comment to Issue action inside the branch.  That will make that issue in scope for the rule to comment upon it.

Kind regards,
Bill

[Mahdi Alikhani]

Yes, exactly.

I created the branch and the same JQL, but no comment has been made. 

I don't know why, but I also added an action log inside the branch, and it was not created.

[Bill Sheboy]

Please post images of the version of the rule where you use the Branch on JQL and the audit log details showing the rule execution.  Those may help to explain why it did not work.  Thanks!

[Mahdi Alikhani]

This is my automation, and I'm sending this body to the API:

{

"comment": "test comment",

"serviceDeskKey": "IT-83"

}

But nothing happens.

[Bill Sheboy]

Thanks for that information, and...

Where is your rule located and what is its scope (in the details at the top)?  That is, can the rule access the "IT" project's issues? 

If not, that would explain this behavior, and the rule must be moved or the scope changed to include that project.

[Mahdi Alikhani]

This is the rule details 

[Mahdi Alikhani]

[Bill Sheboy]

Based on above, the calling rule is not sending the issue keys in the correct format for the trigger to use with the option "Gather issues from request".  Please see this documentation for the correct format:

https://confluence.atlassian.com/automation/jira-automation-triggers-993924804.html#Jiraautomationtriggers-incomingwebhookIncomingwebhook