Unknown/Unwanted Automation Occurring

[alex.webber]

Ex.

Can someone help us identify where this automation might derive from, please?

We've checked our plug-ins and automation rules but it's nowhere to be found so we are dumbfounded at this point.

It is causing undesired behavior in our Jira instance and switching back Orgs to our default Org, contrary to another app that we use to rectify this.

Thanks for any further insight!

[Samuel Gatica _ServiceRocket_]

.

[Samuel Gatica _ServiceRocket_]

Hi @alex.webber 

That does not appear to be the Automation Plugin. It seems to be the Automation Legacy that is currently in operation.

Go to the project settings -> Automation -> Legacy automation

And check what user is running that automation and disable the ones that you are not using.

Hope this helps

Best regards

Sam

[alex.webber]

Thanks for pointing us in the right direct @Samuel Gatica _ServiceRocket_ 

That rule owner / filter doesn't appear to show the rule in question here - how do we see/disable it? But are you suggesting that we just disable this user to resolve this issue?

Note: We know for sure 'Auto Add Customer to Organization' is the specific user here causing the unwanted rule to run.

[Samuel Gatica _ServiceRocket_]

Hi @alex.webber 

In the Legacy system, please open the rule and disable it using the cog icon.

Best regards

Sam

[alex.webber]

@Samuel Gatica _ServiceRocket_ 

That's my point - we don't see this automation rule in the legacy automation list, so are unable to disable it:

"Auto Add Customer to Organization updated the Organizations"

[Samuel Gatica _ServiceRocket_]

Hi @alex_webber 

The name of the rule is not "Auto Add Customer to Organization updated the Organizations"; that refers to the action logged. You will need to review each automation listed individually to identify which ones are updating the Organization field and then disable those specific rules.

Best regards

Sam

[alex.webber]

@Samuel Gatica _ServiceRocket_ I checked every-single legacy automation rule and none of them are changing the Org back to [P] Gladly - so we're at a bit of an impasse here.

[Samuel Gatica _ServiceRocket_]

@alex.webber 

Do you believe that someone might be accessing that account and making changes?

Verify the user administration page to determine the last access date for that account.

Best regards

Sam

[alex.webber]

Possibly, but that is concerning if that is the case here - FYI:

Perhaps I can just revoke these groups to disable the automation then @Samuel Gatica _ServiceRocket_ ? (As this Org automation appears to be the only thing it does)

Can always reinstate if things go wrong!!!

[Samuel Gatica _ServiceRocket_]

Hi @alex.webber 

Yes, that was going to be my next suggestion.

You can disable the user from the User Administration page, where you will also see the last login date for the user in the application. Please disable the user account without deleting it, in case you need to reactivate it later.

Best regards

Sam

[alex.webber]

Seeing this + can't disable, @Samuel Gatica _ServiceRocket_ - can only remove.

Where do I change the owner of the rule btw?

Thinking the best next step here is to:

1) Change the owner of these automations to me instead

2) Then, remove that 'Auto Add Customer...' user as will still need this other rule FWIW

[alex.webber]

Confirmed, that this user doesn't exist according to our exported user list (incl. all users) !!!

[Samuel Gatica _ServiceRocket_]

Hi @alex.webber 

If you want to change the owner, you need to go the main page of the Legacy Automation.

Note: Changing the owner will not stop the automation from running.

Best regards
Sam

[alex.webber]

OK @Samuel Gatica _ServiceRocket_ 

I could not delete that user and nor would we want to because there are several other rules at play that we still need IMHO.

I also still can't find the rule that specifically carries out this unwanted org change activity so we're at a bit of an impasse at this juncture.

Any thoughts on where we go next with this?

[Samuel Gatica _ServiceRocket_]

Hi @alex.webber 

You may also want to check if there any post function that may be trigger the update.

If you cannot find any, then may suggestion is to open a ticket wit Atlassian support so they can try to check logs.

Best regards 

Sam

[alex.webber]

Thanks a lot @Samuel Gatica _ServiceRocket_ 

Where would one find out about post functions that might trigger these Org. updates?

Warmly,

~Alex

[Samuel Gatica _ServiceRocket_]

Hi @alex.webber 

Please review the workflow transitions related to the issue that is experiencing issues.

Best regards

Sam