Automation rule to send email notification before breaching SLA

[H K]

Hi there,

I have found a strange behaviour in one of our automation rules.

We have created a SLA as a reminder to close tickets that have been done/fixed for 3 days. Therefore, we have an automation rules that sends an email notification to the reporter of the ticket when this SLA breaches.

If the status is "resolved" while breaching we want another text to be send as if the status is "canceled" or "delivered on test environment".

Short example:

WHEN SLA "Time to close" is Breached

1)
IF status = "resolved"
THEN send Email "Please close the resolved ticket."

2)
IF status = "delivered on test"
THEN send Email "Please test our solution and let us know if we can process the update on prod environment"

The problem is, that the email text for the first case (status = "resolved") will be overwritten with the email text of the second case (status = "delivered on test") even though I confirmed the texts and saved the automation rule.
If I open the rule again, correct the first text and save, then the second text will be overwritten by the first text.
No matter what I do, every email text will be overwritten with the last changed text..!?

Any ideas what is going on here?
Are you facing the same issues in you system?

Thanks in advance

[Jack Brickey]

So I'm thinking you have an automation loop here maybe. do you have a single automation or two different ones. can you provide screenshot?