Automation rule failing

Stephen Finegan

I have a rule which will automatically comment on tickets opened to inform the people that we received their ticket, except for specific types of requests, of which I am using Request Type and Issue Category to get around. For all of these, this is successful, EXCEPT for the specific Issue Category we have created called "Lawbase Error"

For the Request Type and Issue Category options in this rule, we have other rules which send a different response for those types specifically, so I want this one to be ignored. This is working fine except for Lawbase Error, where it sends both the one in this rule and the separate one I have specifically for that Issue Category.

Mikael Sandberg

What request types do you have in the category Lawbase Error? Have you checked the audit log to see why the email is sent? The way your IF statement is configured it would allow the email to be sent even if the category is Lawbase Error as long as the request type is not one of the listed ones.

Instead of using any match, I would separate them into two different condition and not using the IF-Else condition.