Regarding Jira’s built-in Jira Automations, it is clear that if you use them they will run whenever they’re not triggered by our app. Automation feature is “a no-code rule builder that enables customers to build if-this-then-that-rules based on events in Jira.
Rules allow you to automate actions within your system based on criteria that you set. Automation rules are made up of three parts: triggers that kick off the rule, conditions that refine the rule, and actions that perform tasks in your site.”
But what happens when you leave comments or carry out other actions based on incoming or outgoing emails sent or received by usEmail This Issue?
Default reporter comment event
When the action is carried out by a customer, an agent or another licensed user the , automations run as intended.There is only one scenario we have to look at here:
Then what is the problem?
If a public comment would be added by an external sender (someone who is not registered in Jira) or a customer that the issue is not shared with, the comment is added by the default reporter in Jira Service Management projectsof our app, as the senders would not be permitted to add public comments to issues by default.
This could be problematic if you have an SLA that depends on an agent’s public comment (such as the First Response Time SLA). In the above case, the commenter is an agent, the comment is a public one, yet the SLA should not be affected as it isn’t an agent on the issue leaving the public comment, but a technical user.
In this case, one has to choose between their SLAs being fired or their automation running smoothly.
If you want to keep your SLA intact, the automation will not work due to a Jira API limitation.
Our proposed solution
The Default Reporter Comment Event setting provides you with a choice to configure how to handle such cases that would otherwise break your SLAs or stop automations from running.
There are three available settings, out of which only one triggers automations properly in cases like this one.
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If however, the sender is a Customer or an Agent, the Default Reporter Comment Event in the comment action can be set to any of the three options as it will not be triggered (remember the sender is a customer or an agent) and the automation will run anyway, SLAs will not break.
Automation order
When there is an Execute workflow transition action in the handler as well as one that depends on an automation, one might wonder which transition will run first.
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