Autmotation rule: Reminder for agent not working properly

Question

we have an automation rule that must meet 2 requirements for it to work:

- Status not in Gesloten

- Updated <= -1w

I am wondering why the queue is showing tickets with the status "gesloten". I use AND in the query (and not OR) and even though I specifically put in the query Status != Gesloten.

Any one ideas on how to fix this rule?

Callum Carlile _Automation Consultants_ · Accepted Answer

Hi @Melle van Keulen

You need to put the two priority conditions within brackets to make it

... and (priority = p2 or priority = p1))

The 'OR' here in your JQL is effectively ignoring some of the conditions before it.

Hope this helps!

Yanty Ghani [ServiceRocket] · Accepted Answer

Hi Melle,

You can fix the JQL by using this:
project = KEOIT AND status != Gesloten AND updated <= 1w AND priority IN (P1, P2)

I hope this works for you.