How can I run an automation to skip tickets that have already been acknowledged?

Jayven Khoonsirivong March 20, 2024

So ultimately, Im setting security levels for all our tickets. I have an automation when ran that changes key-1 to key-1000 but it ends up skipping some. Lets say it ran tickets 100-1000. When i re-run the automation, it still applies to the 100-1000. My conditions Im sure are all correct because if i change the key to explicitly target key 99, it works.

Any guidance or am I doing something wrong?

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Ravya Mutyala {Appfire}
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March 24, 2024

Can you share audit logs screenshot and configuration screenshots?


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Trudy Claspill
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March 20, 2024

Hello @Jayven Khoonsirivong 

To assist you with debugging your automation rule please provide screen images that show your complete rule and the details of each step.

We can't suggest fixes without that information.

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