When request participants are added, randomly, the automation rule is overwritten.

Question

When request participants are added to a ticket, in some cases, the automation rule is overwritten. In the screen shots, we update the Operational Categorization field, then the system adds request participants, then the Operational Catagorization is removed.  I am trying to determine why it is being removed as that is not part of our optimization rules.

Thanks,

Paul

William Porcelli · Answer

As Paul mentioned, there is no add-ins here, we are using the JSD Cloud built-In automation engine. We are seeing this happen at least once a day and due to this being the JSD built-in we are limited to one trigger.

Paul Neat · Answer

That looks like it; however, we are not using the Script Runner plug-in.  I see someone else has indicated they had the issue, also without the plug-in.

I will test it to see if the fix works. How do I add a 2nd trigger to an automation rule?

Earl McCutcheon · Answer

Hey there Paul,

It sounds like you are running into this BUG:

* https://jira.atlassian.com/browse/JSDCLOUD-5671

Can you check this out and let us know if this is the case?