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Automation Triggered Without Any Changes

Thomas A_etqmp2

Hi folks, I have 2 automations to move ticket to 'Done' or 'Delete' section. This automation will run if user change the ticket status field into 'Completed' or 'Delete'. I have a case that user already change the ticket status to Delete but and the automation run correctly moving the ticket to 'Delete' section. Somehow, without any changes happen in any fields the automation to move ticket to Done triggered and the date gap is > 10 days. Does any one know why this happening? Thanks

image (2).png

Accepted answers

Walter Buggenhout

Hi @Thomas A,

I have a very strong suspicion that someone created an automation rule (with a scheduled trigger?) that moves tickets that are waiting to be closed to the done status after a certain amount of time. And maybe there is a flaw in that rule that accidentally also moves issues with status deleted along.

If you open the issue in your screenshot and have a look at the automation pane on the issue screen, you should be able to locate the rule that was responsible for this action:

Screenshot 2024-10-01 at 12.07.39.png

That should most likely provide some clarity.

Hope this helps!

All comments

Walter Buggenhout

Hi @Thomas A,

If you open the issue in your screenshot and have a look at the automation pane on the issue screen, you should be able to locate the rule that was responsible for this action:

Screenshot 2024-10-01 at 12.07.39.png

That should most likely provide some clarity.

Hope this helps!

Bill Sheboy

Hi @Thomas A

Yes, and...to Walter's suggestions:

For automation-related questions, I recommend posting an image of your complete rule. That will provide context for comparison with the audit log details, and help the community offer better suggestions. Thanks!

Kind regards,
Bill

Thomas A_etqmp2

Hi @Bill Sheboy and @Walter Buggenhout , sorry for the late respond. Here is the automation flow for 'Move to Done' and 'Move to Delete' section. Move to Done.png Move to Delete.png
In order to trigger the automation, you need to change the value fields for GPBI-Project-Stauts which in my case that does not happen.

Bill Sheboy

Thank you for those images, and...

First thing: as these rules have the same trigger, I recommend combining them and using and if / else condition for the different flows.

Next, I cannot tell from what is shown: are you editing the GPBI-Project-Status value in one rule and expecting that to immediately have an impact on the other rule's behavior? If so, that is not possible.

Would you please post an image showing the complete audit log listing summary from the list of rules, around 25 September? That will list each of the executions (or changes) to all rules and may indicate another rule made this change.

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