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Autmotation rule: Reminder for agent not working properly


we have an automation rule that must meet 2 requirements for it to work:

- Status not in Gesloten

- Updated <= -1w


I am wondering why the queue is showing tickets with the status "gesloten". I use AND in the query (and not OR) and even though I specifically put in the query Status != Gesloten. 




Any one ideas on how to fix this rule?


2 answers

2 accepted

4 votes
Answer accepted

Hi @Melle van Keulen 

You need to put the two priority conditions within brackets to make it

... and (priority = p2 or priority = p1))

The 'OR' here in your JQL is effectively ignoring some of the conditions before it.

Hope this helps!

Hi Callum,

The brackets did solve it. Thanks a lot!

1 vote
Answer accepted

Hi Melle,

You can fix the JQL by using this:
project = KEOIT AND status != Gesloten AND updated <= 1w AND priority IN (P1, P2)


I hope this works for you.

Hi Yanty,

It's solved, thanks a lot!

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