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Automation IF condition not working?



Really hope someone can help, I've managed to get the first part of the condition to work (as passed in the audit log) but for some reason its not assigning to the specific user? 

I'm also unable to work out what smart value is used for the assignee, as i want to add to the log to check what its doing....

Screen print below.

Screenshot 2022-08-08 100628.jpg

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Hi @Simon,

I think you need to add an "Else" block in your condition. From what I understand from your current rule, if a "I would like to discuss a service issue" request is created, then:

  • It adds the Request type value to the audit log
  • It assigns the issue to Simon
  • It adds the Assignee accountId to the audit log
  • It assigns the issue to "Unassigned" => you always end up assigning the issue to "Unassigned".

If you added an "Else" block, it would make your rule works like this:

  • If it's a "I would like to discuss a service issue" request, then it's assigned to Simon
  • Else it's assigned to "Unassigned"

Hope this helps!

- Manon



Cheers.  Thanks for the help..

Like Manon Soubies-Camy likes this

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