Automation failing due to user not having the right permissions. But not showing the user?

[Rob McCulloch]

So been trying to setup round-robin automation for a customer service email desk.

I have created a role for the users and they have access to being assigned the issues.

The automation I have created does work and does assign users. However, it's failing 90% of the time. Always due to the same reason, however, it's not explaining what user the rule has been run on.

Any ideas on how to figure out who this user would be?

[Josh Martin]

Hi @Rob McCulloch 

You can figure out which user that is by going to the navigation menu at the top of the page and selecting "People" > "Search People and Teams" -- You should be taken to the following URL (as an example):

https://yourinstance.atlassian.net/jira/people/search

If you replace the word "search" in the URL with the ID that your automation log is giving you, it should take you directly to the user. Example:

https://yourinstance.atlassian.net/jira/people/ug:3c46d877-e6d1-49be-827d-840232a66657

There might be a better way to do this, but this is how I have always done it.

[Rob McCulloch]

Hi @Josh Martin  

I did try this originally. But was receiving the same error each time.

It also seems that it's generating a different ID each time, even though I only have 2 test users in the project at the moment. So 3 in total with the admin account.

The automation is setup to assign a ticket to a user in a particular group. This user group has the permission to be an "assignable user", but no ability to assign the issue (hence the round-robin). The automation worked for the first 2 tickets that went in, but from there just fails, as mentioned it's always a different user ID, like it's trying to assign to a user that either doesn't exist or is not assigned to the project :/

[Josh Martin]

@Rob McCulloch  If you're comfortable with it, would you export the automation rule (It should save to your computer as a .json file) and paste it here formatted as a code block? 

[Rob McCulloch]

 {"cloud":true,"rules":[{"id":6026493,"clientKey":"1738fd74-4682-3e94-a36a-6d2947bc036e","name":"Corp: Round Robin Assign","state":"ENABLED","description":null,"authorAccountId":"611623e70a2f5a006ad0ca9d","actor":{"type":"ACCOUNT_ID","value":"557058:f58131cb-b67d-43c7-b30d-6b58d40bd077"},"created":1649246729534,"updated":1649261522653,"trigger":{"id":"107197056","component":"TRIGGER","parentId":null,"conditionParentId":null,"schemaVersion":1,"type":"jira.issue.event.trigger:created","value":{"eventKey":"jira:issue_created","issueEvent":"issue_created"},"children":[],"conditions":[],"connectionId":null},"components":[{"id":"107197057","component":"ACTION","parentId":null,"conditionParentId":null,"schemaVersion":3,"type":"jira.issue.assign","value":{"assignType":"ROLE","smartValue":null,"jql":null,"issueToCopy":null,"fieldToCopy":null,"listAssignMethod":"ROUNDROBIN","assignee":null,"restrictedToGroup":null,"group":null,"role":{"type":"NAME","value":"Corporate Agents"},"excludedUsers":[],"userList":[]},"children":[],"conditions":[],"connectionId":null},{"id":"107197058","component":"ACTION","parentId":null,"conditionParentId":null,"schemaVersion":10,"type":"jira.issue.transition","value":{"operations":[],"advancedFields":null,"sendNotifications":true,"destinationStatus":{"type":"NAME","value":"In Progress"},"transitionMatch":""},"children":[],"conditions":[],"connectionId":null}],"canOtherRuleTrigger":false,"notifyOnError":"FIRSTERROR","projects":[{"projectId":"10034","projectTypeKey":"service_desk"}],"labels":[],"tags":[],"ruleScope":{"resources":["ari:cloud:jira:57a30035-1109-412e-84a8-98d59f9d7027:project/10034"]},"writeAccessType":"UNRESTRICTED","collaborators":[]}]}

:) Thanks for this @Josh Martin  

[Josh Martin]

@Rob McCulloch The rule looks straight forward and I don't see any issues there.  The only thing I can gather at this point is that after reading the Jira automation actions support documentation, I'm thinking each user in the group needs to have the permission to assign issues and be an assignable user.  I would recommend opening a support ticket to see if the Atlassian team can find something else that I'm not thinking of. The most peculiar issue about this whole thing is the random user id's in the automation audit log that doesn't match any users on your site. I'm sorry I couldn't help you get this sorted out. :(