Automation rule, resolve issue on comment - doubts

[Mario Dominguez]

We are trying to create a new automation rule to act when in a comment of an incident there is the word "RESOLVED".

The configuration we have made is:

Is it not working as intended, are we missing something or have we misspelled a condition?

[Alex Koxaras -Relational- · Accepted solution]

Hi @Mario Dominguez 

Replace the Second Value for {{[RESUELTO]}} to just RESULETO (without and curly or square brackets). Make also sure that a transition exists from any status to RESOLVED.

Finally, check the audit log and paste here the results. This will help identify the problem of your rule.

[Mario Dominguez]

Hello @Alex Koxaras -Relational- ,

We have made a couple changes and tests but we still face some errors. Some more info on how we have different configurations.

And the comment on the ticket:

I've also tried with a normal text like RESUELTO, but we faced the same errors.

[Alex Koxaras -Relational-]

From the audit log it seems that the problem is transitioning the issue to the RESUELTA status. From the image on the first rule, it seems that you are trying to transition it to another status SOLVED (RESUELTA), rather than to RESUELTA.

Can you confirm that you are using the correct status to your transition?

[Mario Dominguez]

It ended up working fine like this. Thanks for your help!

[Scott White]

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