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Automation rules: Doesn't work to add a comment when the defect is marked with resolution "Won't Do"

Madalina Eremia

I have created an automation rule to add a comment to the defect when the defect is marked with the resolution "Won't Do", but unfortunately is not working.

When I tested it and instead of resolution I used the condition of status = "Closed" works perfectly.

Any idea why is not working? I'm using it wrong or can be a defect of this functionality?

Here is the rule that I have:

Good to mention that in order to change the resolution field in "Won't Do" I first have to change the status in closed.

The error that I see in the audit log is this one:

Accepted answers

Benjamin_tmh9yg

Hi @Madalina Eremia ,

Base on the automation rule that is set, the resolution did not match when the issue was assigned.

Have you tried to set an issue to close and set it as won't do? Then assign the ticket to another. Will the automation rule kick off and now see the matching condition?

Thanks,

Ben

All comments

Benjamin_tmh9yg

Hi @Madalina Eremia ,

Base on the automation rule that is set, the resolution did not match when the issue was assigned.

Have you tried to set an issue to close and set it as won't do? Then assign the ticket to another. Will the automation rule kick off and now see the matching condition?