After setting the time of the trigger execution automation still fails, not sure what is wrong, help

[Berik Irgebayev]

Hi all,

I have been posting about automations and issues I am facing past couple of weeks The community has been great in helping me see what I missed.

Hoping to get some more support and hopefully I will be at a level that I can help others in the process as well. 

Here it goes:

I have this "auto-assign tickets to an engineer in the off hours" kind of automation which should run between 23:30 and 07:00. However, it has failed in 2 occasions this past night and we ended up missing our first time to response SLAs for some platinum customers. Not good!

It looks like this:

The ticket came in an 04:08AM, which is AFTER 23:30. Why does the rule logs say it failed on this piece? I just don't see it. All other conditions are met, i literally looked at each condition and it was all good.

What I am missing here? I know it is something basic, but i just can't figure it out

[Gaurav Arora · Accepted solution]

@Rik de Valk is right.

The time 4:08 AM does not satisfy the first condition, which is why your rule is not progressing.

I can't think of a JQL condition that would work, but if you add an "If or Else: Add Condition Options" condition, you can place both the checks (to see if the issue was created after 11:30 PM or before 7 AM) in the same "if" block, it should allow your rule to function as intended.

BR,

Gaurav

[Berik Irgebayev]

Thanks Gaurav, I will test it

[Berik Irgebayev]

Hi @Gaurav Arora ,

Thanks for your help, this has solved the issue of picking up tickets in the right time.

[Rik de Valk]

Hi @Berik Irgebayev , 

In the context of time conditions, 4:08 AM is before 11:30 PM. 

There are only 30 minutes after 11:30 PM in a day. After that, it's a new day, starting at 0:00 AM. 

Have a nice day!

Rik 

[Berik Irgebayev]

Hi @Rik de Valk ,

Thanks for taking the time. 

isn't 04:08 still before 07:00 am though? That means there is still something off.