Question about Automation
We have a rule that is currently working to assign a task template when a certain type of ticket comes in. I want to add another task to be added to the ticket automatically but I cannot get both rules to get ran on the ticket. Is there something I am missing or is there a better way to achieve this?
(Pic of both rules)
Pic of the test ticket with the automation/rules applying to the ticket.
Thanks!
Asked by Cody Stigen
on Mon 10/14/24 2:19 PM
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Answer (1)
This answer has been marked as the accepted answer
Mark Sayers
Mon 10/14/24 3:05 PM
Hi Cody,
Are you positive that your ticket(s) you are creating are actually a match for both of the rules?
Sincerely,
Mark Sayers
Sr Support Consultant, CS
1 of 1 users found this helpful.
I copied the new rule "Disable User SD Ticket Task Assignment" from the "Disable User Ticket Task Assignment" so it has the same automation conditions. I checked on both of them to make sure stop on match is disabled.
- Cody Stigen
Mon 10/14/24 3:11 PM
Ok! Also, automation rules only take action when tickets are *created*, so you're testing these by making new tickets, right? Not by editing tickets that already exist?
- Mark Sayers
Mon 10/14/24 3:14 PM
I'll have to check on it, but I'm not sure that two automation rules whose only action is applying a task template can both be applied at the same time to a ticket on creation. It is only going to apply the *last* task template from the last rule that matched the ticket.
- Mark Sayers
Tue 10/15/24 9:08 AM
Hi Cody,
It is our assessment that automation rules in this scenario should only apply the "last" task template out of any potential matching templates from evaluated automation rules, not stack all that were included on rule matches and apply them all at once. You could set up 2 or 3 rules where the only action was to apply different Task Templates, and even if they all matched on your incoming ticket, only the last one in the evaluation order that matched on the ticket would have its action (ie its task template) applied to the resulting ticket. - Mark Sayers Wed 10/30/24 9:50 AM
It is our assessment that automation rules in this scenario should only apply the "last" task template out of any potential matching templates from evaluated automation rules, not stack all that were included on rule matches and apply them all at once. You could set up 2 or 3 rules where the only action was to apply different Task Templates, and even if they all matched on your incoming ticket, only the last one in the evaluation order that matched on the ticket would have its action (ie its task template) applied to the resulting ticket. - Mark Sayers Wed 10/30/24 9:50 AM