Global Automation Rule

[Joshua Stokes]

Hello everyone,

Just have a quick question or maybe confirmation - 

We have the below rule setup - 

Which is scheduled to run everyday and create a ticket if the DUEDATE is within the range under the For AQL.

This seems to be creating a new ticket everyday for the same scheduled Facilities task example - 

These 3 are all for the same thing, new one created daily.

Is there a way that it can tell that the task/ticket has already been created?

Thanks for your help all!!

[Trudy Claspill · Accepted solution]

Hello @Joshua Stokes 

Tell us about the outcome you want to achieve.

You have Assets. They have a Due Date. You want to create an issue for scheduled maintenance for the Asset.

How far in advance of that date do you want the issue created?

You are currently checking for any Asset that has a Due Date within the next thirty days. If there is an Asset with a Due Date 15 days from now, and you run this rule daily, then that Asset will continue to be returned in the data set for the next 15 days and get a new issue created for it each time.

So, why not set your AQL to be...?

"Due Date" = now(30d)

That will make one new issue when the Due Date is exactly 30 days in the future. Tomorrow that Due Date will be only 29 days in the future, and the asset won't be part of the results set.

The alternative is to use a Lookup Issue action to do a search of the existing issues based on some criteria to determine if the scheduled maintenance issue has already been created for a given asset. Would you be able to specify in that search an Issue Summary value that is unique for a given Asset? Is there other criteria you can use for the issue search to ensure you are not looking at previous scheduled maintenance issues that are irrelevant, like the Issue Status? Do you set a date value somewhere in that newly created issue that you could incorporate into the criteria?

After executing your Lookup Issues action you can add a condition to check if any results were returned. If none are returned, then proceed with creating your new issue.

Ignore my trigger and the absence of the Asset related steps. The Lookup and Condition would be inserted here:

[Joshua Stokes]

Hello @Trudy Claspill thank you for your reply, very helpful!

I actually think changing it to "Due Date" = now(30d) will work, as we only want the ticket created 30 days from its due date, and only one ticket, not one everyday.

We have had an external vendor initially setup this for us, so this may have not been mentioned to them correctly.

If that does not meet our needs I will look at the other idea you have listed.

Thanks again, very helpful!!