Automation Rule Not Running Second Part

[Jeren Wunder]

I am hoping someone smarter than me can explain why this second part to the rule fails for me.  I tried taking it out entirely and just having a second automation handle all other tickets but that also breaks one rule.  I assume somewhere between the first THEN and the second IF is my issue.  Any idea of what I am missing or a better way to do this?  Thanks.

[Marc - Devoteam · Accepted solution]

Hi @Jeren Wunder 

@Piyush Annadate _ACE Pune_ is correct.

An automation rule is running from top to bottom.

If you first condition fails in your rule the rule stops the execution, therefore you need. to use an if/else clause to make this requirement work

[Piyush Annadate _ACE Pune_ · Accepted solution]

Hello @Jeren Wunder ,
What is the 'Request type' for TS-355?

I assume that TS-355 has request type as something which is FALSE for first checks, and here in Automation, the IF is in the single line of automation, hence first fails, it won't run for next If.

Try using Branches to run multiple IFs, OR use if-else condition.
[I've not used  any Request type condition in ELSE as Request type would have something always and you just need either RT from selected else assignee to else for nothing or other RT]

[Jeren Wunder]

Thank you.  That was my issue.  I edited it with an if-else-if and it works great now.  You guys rock!