Escalation Services do not work with JQL that includes the field "Customer Request Type" when they are automated. If "Run Now" is clicked, the Escalation Service does work (shown in "Image 1"), but it
does not work when it is scheduled. After changing the issues back and scheduling the service to run, it doesn't work as expected. There are no failures shown and nothing that is logged (shown in "Image 2"), but the issues simply do not update (shown in "Image 3" - they are still in the status of "In progress").
For example, the JQL
works fine when scheduled, but this JQL:
does not work when scheduled.
Steps to Reproduce:
- Create a Service Desk Project
- Add the field "Customer Request Type" to the Service Desk Project
- Create some issues with Customer Request Type filled in
- Create a scheduled Escalation Service with JQL that includes Customer Request type in it