Automation rule (next gen -service desk) not running

[Ines Büntig]

I created the rule "Notify assignee when SLA is about to breach" in project automation app for a next-gen service desk but it does not run nor it does send an email saying the rule has failed. It also doesn't show as being executed on individual issues in the audit log.

Any idea what is wrong?

Thanks,
Ines

[Evan Underwood-Harley · Accepted solution]

Hi,

I have setup everything on my own cloud test instance as per your rules above.

I found I had the same problem IF I created the ticket from inside Jira, then the rule did not try to run.

If I created the ticket on the customer portal then the SLA alert comment and email were sent correctly.

Regards

Evan

[Ines Büntig]

Hi Evan,

Thanks for your answer. With a new created ticket on customer portal it worked correctly and also for existing tickets the rule was finally executed.