Automation worked, suddenly not working
Asked by Blake:

I created a rule 14 days ago. simply to transition the ticket status to waiting for customer or support based on most recent commenter. This was working flawlessly for about 10 days.

The last few days, I noticed it is not transitioning. neither "if" nor the "else if" condition is working.

For reference, no agents have been added, no other rules have been implemented, no agent permissions have been changed, etc. I have simply been going about my work. I do see the warning message on the right of the screen, however that was there during creation of this rule.

Any help is appreciated.

![Jira Automation not working.png](/t5/image/serverpage/image-id/339755i110B70D75536ED7B/image-size/large?v=v2&px=999 "Jira Automation not working.png")


Answers:
author: Trudy Claspill
body: Hello [@Blake](/t5/user/viewprofilepage/user-id/5337766)

Can you add a Log action step here:

![Screenshot 2024-08-02 at 11.59.50?AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/339777i4C5F9FB1943D7480/image-size/large?v=v2&px=999 "Screenshot 2024-08-02 at 11.59.50?AM.png")

![Screenshot 2024-08-02 at 12.05.03?PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/339778iC76D1A3341DA3692/image-size/large?v=v2&px=999 "Screenshot 2024-08-02 at 12.05.03?PM.png")

The Rule Details say that the Actor of the Rule is the Initiator (the user who executed the action that triggered the rule).

The error message that you are getting implies that the user does not have permission to see the issue, so the steps in the rule cannot be executed.

After adding the Log action when the rule fails again take a look at the Audit Log to see what it notes about the Initiator of the rule. Is that person a JSM Agent?

comments: author: Blake
body: *The error message that you are getting implies that the user does not have permission to see the issue, so the steps in the rule cannot be executed.*

Yes and this is without a doubt false (unless something changed somewhere, somehow, by someone) since I am our org admin and have been able to see issues, edit, as well as my other agents. we are all JSM agents and all can see issues, so this error is a direct contradiction of what is actually taking place.


author: Trudy Claspill
body: Did you try adding the Log action as I recommended to confirm who the rule is seeing as the Initiator of the rule?


author: Blake
body: I did not. now the rule seems to trigger when i comment, but when customer comments, no change.


author: Trudy Claspill
body: I recommended you use the Log action to confirm who the rule is seeing as the Initiator of the rule.

Alternately, simply change the Actor of the rule to Automation for Jira.

I believe the problem is that you have the Actor set to Initiator, and the actions and conditions in your rule can only be executed by a user that has JSM Agent access to the project. Customers don't have that level of access, so when the rule is triggered by a customer comment, making the Customer the Initiator, the Initiator is a user that doesn't have the necessary permission to execute the condition checks and actions.


author: Nicolas Grossi
body: [@Blake](/t5/user/viewprofilepage/user-id/5337766) you might take a look ast this thread: <https://community.atlassian.com/t5/Jira-Service-Management/Automation-failed-Error-Actor-does-not-have-permission-to-view/qaq-p/1816718>

comments: author: Blake
body: Thank you. However after reading this post, it does not resolve the root issue here. My comment just posted to that thread:
> I am seeing that adding this access has fixed your issues. But I am confused; this is in fact not a true fix of the original problem..
>
> OP says the problem is that suddenly automation has stopped working, with zero changes made. So, why would adding an "access" into roles fix this, if it worked for X amount of time without this at first? This proves that at one point, this "access" was not necessary.


author: Nicolas Grossi
body: [@Blake](/t5/user/viewprofilepage/user-id/5337766) Could you please paste the audit log of the rule ?

comments: author: Blake
body: I am not sure how to paste the whole log, but i took a ss of one specifically that didnt trigger.

![Jira Automation not working.png](https://community.atlassian.com/t5/image/serverpage/image-id/339761iFDDDC9B90C892795/image-size/large?v=v2&px=999 "Jira Automation not working.png")


Tags: cloud

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