Auto-Assign rule via e-mail address failing even though conditions are met. Why?

[Joe Nordaby]

I have a company that uses our Service Desk that split off a branch but uses the same e-mail domain. So I created a secondary rule that says if bob@x.com OR ted@X.com creates the issue, assign it to Y. and then modify the original rule to autoassign all x.com tickets except Bob and Fred. The FIRST rule is failing and not assigning, BUT the 2nd rule is firing correctly and not auto-assigning the ticket to the wrong person (it just goes in our queue). The only difference I see is:

1) The first rule uses the OR between each e-mail in a single COMPARE statement

2) The 2nd rule uses a single COMPARE statement on the domain, and then uses multiple COMPARE staments with the AND NOT logic.

Does the OR in a single COMPARE not work?

Does Issue creation via e-mail or via Service Desk Web Portal make a difference?

[Gaurav]

Hello @Joe Nordaby 

Welcome to the community!!

Usually, the source of issues creation does not matter regarding rule execution and 'OR' in compare does work.

To understand the reason of failure, kindly check the 'Audit Log' of the rule. 

Alternatively, kindly share the rule configuration enabling us to provide optimal suggestions for your use case.

--GG