Problem with Automation "when comment is added..."

[Darryl St_ Pierre]

I'm using the Atlassian Automation Template for When a comment is added → update the status, but it is not performing as expected. When an issue is in Waiting for Support and I, the Assignee, add a public comment directed to the Reporter, the Status does not change to Waiting for Customer and I have to manually transition it without a comment. It does work correctly in reverse (customer comment changes status to Waiting for Support).

I have not modified the default template. Further, in the most recent occurrence, it did not register in the Automation Audit log. There are no other audit entries that might suggest there is a conflicting automation.

Is there something obvious I'm missing? Screenshot of automation rule attached.

And Yes, the rule is Enabled.

[Darryl St_ Pierre · Accepted solution]

I think I figured this out myself, along with some troubling information about the audit logs.

First, I noticed that the requester had at some point in the past added me as a Participant. The logic in the conditions cannot appears to have a problem with me being both Assignee and Participant. I removed that and will confirm the next time the appropriate activity occurs on the issue.

More problematic is that there seems to be some significant lag in the Automation audit logs getting updated. While I was troubleshooting this yesterday, I referred to the log multiple times, and even refreshed a few times. No entries. Today I again checked the log and found 12 entries with yesterday's date spanning over 3 hours. Not great for real-time troubleshooting. I'm going to look into known issues and see if this is known or expected behavior. I'll update this post afterward.

[Darryl St_ Pierre]

Confirmed that being added as a Participant was indeed causing the rule to fail. Initially I did this but before I had a chance to add a comment and test the rule again, the requester has added me back, so it failed again. After Support pointed this out to me I corrected it, informed the user, and confirmed rule worked as intended.

[Mikael Sandberg]

Assuming that you just enabled the automation from the library I would try this. Go to the transition steps and reselect the status you want to move it to, hopefully that will help.

[Darryl St_ Pierre]

Thanks for the response @Mikael Sandberg . I think it was a different issue, as I've posted below. Still, both scenarios are definitely worth reviewing for anyone having this situation in the future.