Rule working only when manually transited and not by automation

[Claudia Riverin]

Hello.

I have this rule who is suppose to add a comment in another project sub-task when the ticket is transited to another status.

Project one: there is a automatic transition trigged by a form to fill out.

When a question is answered by yes, it should go to 

Project two: and add the comment in a sub task.

The rule is working only if I change status manually but not when my automation is transiting the ticket. 

Why?

(Sorry if I am not clear. It's hard to explain)

[Bill Sheboy · Accepted solution]

Hi @Claudia Riverin 

When you describe this:

The rule is working only if I change status manually but not when my automation is transiting the ticket. 

Is the rule running and not working as expected, or is the rule not triggering at all?

• If the rule is running and not working, please post an image of the audit log details to help explain this symptom.  (If the issues are in different projects, the rule scope may be incorrect.)
• If the rule is not triggering, please check the rule details for the option:
  • "Check to allow other rule actions to trigger this rule. Only enable this if you need this rule to execute in response to another rule."
  • By default, the actions of one rule do not trigger another.  This is to prevent looping and timing errors.
  • When you want one rule's action to trigger another, enable the option in the second rule.

Kind regards,
Bill

[Claudia Riverin]

ooooooh!!!!! It's working by clicking the option!!!! Thank you so much Bill!!!

[Samuel Gatica _ServiceRocket_]

Hi @Claudia Riverin 

Can you please confirm if the Automation is triggered by another Automation?

Best regards 

Sam

[Claudia Riverin]

Indeed. 

It is an other automation that triggers this rule... Is it the problem?