Autmotation rule: Reminder for agent not working properly

Melle van Keulen December 15, 2021

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. 

 

chrome_8kUXapywkF.png

 

Any one ideas on how to fix this rule?

 

2 answers

2 accepted

4 votes
Answer accepted
Callum Carlile _Automation Consultants_
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December 15, 2021

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!

Melle van Keulen December 15, 2021

Hi Callum,

The brackets did solve it. Thanks a lot!

1 vote
Answer accepted
Yanty Ghani [ServiceRocket]
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December 15, 2021

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.

Melle van Keulen December 15, 2021

Hi Yanty,

It's solved, thanks a lot!

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