Automation: Update custom field is not working properly

KLINGER Servicedesk

Dear community, 

I have an automation rule where one of our supplier can update our ticket via email.

My rule says that if the email contains their ticket id our custom field "External Ticket ID"  shall be updated (email --> variable --> custom field)

In the history of the ticket I can see that the field value has been updated properly. 

Also the log action shows the proper value.

But our custom field is still empty.

Manually I can add the value.

Any ideas?

 

KLINGER Servicedesk

The solution is that the custom field shall only be updated when the email/comment contains an external ticket ID and the variable is not empty.

If Condition:

First Value = {{variablename}}

Condition = does not equal

Second value = Empty

 

Now its working!