要約

This article explains how to troubleshoot an issue where an automation rule fails to synchronize the status of linked issues across different projects in Jira.

環境

• Jira Service Management Cloud

• Automation for Jira

診断

1. Audit Log Review:

   • The audit log shows that the rule was triggered when an issue transitioned to a new status.

   • However, the rule did not match the expected related issue condition, leading to a failure in status synchronization.

2. Rule Configuration Check:

   • The automation rule scope includes multiple projects.

   • The rule executes under the "Automation for Jira" user.

   • The "Allow Rule Trigger" option is not required unless preventing automation loops.

3. Transition Permissions Verification:

   • The automation user must have transition permissions in all projects involved.

   • If the user lacks permissions, the rule may not execute successfully.

4. Issue Transition Conditions:

   • The rule contains multiple conditions, requiring both to be met for execution.

   • If any of the conditions are too restrictive, the rule may not match the intended issues.

   • Recent configuration changes may affect rule execution, requiring revalidation.

原因

• The issue transition condition did not match due to multiple conditions being applied.

• The automation user lacked necessary permissions to transition issues in one or more projects.

• Changes made to the rule after initial failures required retesting.

• The audit log did not provide detailed insights into the exact failure point.

ソリューション

1. Simplify Rule Conditions:

   • Review the conditions applied in the rule.

   • If multiple related issue conditions exist, consider removing redundant conditions to allow the rule to match expected issues.

2. Verify Transition Permissions:

   • Ensure the "Automation for Jira" user has transition permissions in all projects involved.

   • Update project permissions if necessary.

3. Enable Detailed Logging:

   • Add log actions in the rule to capture more details in the audit log.

   • This helps pinpoint failures and identify missing configurations.

4. Review Automation Scope:

   • Ensure the rule scope includes all necessary projects.

   • If necessary, expand the rule's project scope or adjust conditions to include linked issues correctly.