Automation rule failing

[Stephen Finegan]

I have a rule which will automatically comment on tickets opened to inform the people that we received their ticket, except for specific types of requests, of which I am using Request Type and Issue Category to get around. For all of these, this is successful, EXCEPT for the specific Issue Category we have created called "Lawbase Error"

For the Request Type and Issue Category options in this rule, we have other rules which send a different response for those types specifically, so I want this one to be ignored. This is working fine except for Lawbase Error, where it sends both the one in this rule and the separate one I have specifically for that Issue Category.

[Mikael Sandberg · Accepted solution]

What request types do you have in the category Lawbase Error? Have you checked the audit log to see why the email is sent? The way your IF statement is configured it would allow the email to be sent even if the category is Lawbase Error as long as the request type is not one of the listed ones.

Instead of using any match, I would separate them into two different condition and not using the IF-Else condition.

[Mikael Sandberg]

Or change the IF-Else to be All condition match instead of At least one condition match.

[Stephen Finegan]

Changing this to an all instead of or appears to have resolved it. I guess I'm misunderstanding the all vs. or conditions with this. Thank you for the assistance!

[Mikael Sandberg]

The All condition equals AND, and the Any match equals OR, hopefully that helps.

[Stephen Finegan]

I guess it was my understanding that if something in either section A or section B is met, it would trigger it. In this case, the Lawbase Issues is not a part of any of those request types, so my thought process was:

"If any of these request types are met"
Or separately
"If any of these issue categories are met"

Whereas my thought process for AND was:

"If any of these request types are met"
And also if one of those already met
"If any of these issue categories are met"

In this case, only one of them is being met, the Issue Categories, so it doesn't make sense to me why it works this way.