Newly created automation rules are not working in Cloud

Summary

Automation rules in JIRA Service Desk are not working.

Note: The points below apply for the default Transition on comment automation rule that gets generated by default at Service Desk project creation. However this bug applies to any newly created automation rule, even customer created ones.

Steps to Replicate

1. Create a new Basic Service Desk Project.
2. Create a new customer.
3. Use this customer to create a new issue through Customer Portal.
4. Assign this issue and add a comment, the issue should execute the transition Respond to customer, but it wont.
5. Manually execute the transition Respond to customer.
6. Access the customer portal as the issues's reporter and add a comment to the issue, the issue should execute the transition Respond to support, but it wont.

By default a Basic Service Desk have the automation rule Transition on comment

• WHEN Comment is added to an issue
• IF Issue matches: Status = "Waiting for support" / "Customer Request Type" is not empty / Comment is public / User is not a customer
  • THEN Transition issue: Respond to customer
• IF ELSE Issue matches: Status = "Waiting for customer" / "Customer Request Type" is not empty / Comment is public / User is a customer
  • THEN Transition issue: Respond to support

Expected Behavior

The automation rule transition on comment should execute a transition by adding a comment to the issue.

Current behavior

The automation rule transition on comment is not executing the transition when adding a comment.

Additional notes

This can also effect custom automation rules. If support checks in the JIRA database, it may be found that the 'Enabled' column is set to 'F' for the given automation rule. You can see this by running the following query: select * from "AO_9B2E3B_RULE";