automation not working with Outlook add-in consistently

Jamie Carey

We have an automation rule which triggers on issue creation. When issues are created from the Outlook add-in, the issue is evaluated and sometimes the issue qualifies and sometimes it doesn't (even when it should).

The rule should should be qualifying the issues from Outlook add-in every time based on the customer request type value we set (which are auto-suggested when setting up the rule, so we know it's not a spelling error).

Images below show example of problem: rule shows customer request type is one of Report Request but issue did not qualify even though the issue's customer request type is Report Request.

Pier-Olivier Tremblay_rvqy2m

Hi Jamie,

 

I think this may have to do with how the Outlook add-on creates issue.

Maybe it creates an issue then afterwards update it to set specific service management fields like customer request type.

 

If that is the case, since the automation rules are queued and run "async", if not configured otherwise, you may encouter an operation orchestration problem.

 

Sometimes the rule runs after the outlook add-on as completed editing the service management fields, sometimes not.

 

Again, this is theoritical and a guess based on my programming experience. You can try to add a transitory status at the beginning of your workflow, add a rule on Create that transition the ticket from the new status to the next one, and trigger your actual rule on this transition. If my guess is correct, it should fix your problem.