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Automation: user is not a customer doesn't work

Peng Zhou_65x8un

Hi,

I set up automation to perform an action if the "initiator is not a customer". However it doesn't seem to work. I'm referring to customers who creates a ticket by mail.

I don't know what the issue is. It seems that the action is able to perform if the "initiator is a customer". But they shouldn't be as I cleared the list in admin and the portal is open to anyone. Does anyone know what is the problem?

Accepted answers

Jack Brickey

Hi Peng, is it possible that this user has multiple roles and is also a customer? Check project settings > people. Have you tested with multiple customers?

All comments

Jack Brickey

Hi Peng, is it possible that this user has multiple roles and is also a customer? Check project settings > people. Have you tested with multiple customers?

Peng Zhou_65x8un

Hi Jack, thank you for your response.

The main portal for issuing tickets is by mail. Could this be the issue?

Customer sends a ticket by mail and it should trigger this automation if they are not a customer.

Jack Brickey

The channel should not effect that condition. Can you share what the automation log shows for the failed case? Project settings > automation > view logs.

Peng Zhou_65x8un

Initiator is not a customer - does not work (customer is new)

Initiator is a customer - does work (customer is new)

It looks like the initiator has been made a customer before the IF trigger is performed.

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