Automation rule not executing

[Tori Krueger]

I set up an automation rule to re-open an issue when a comment is added.  What happens now is that the rule is not executing most of the time.  When it does show that it has successfully executed, it will take the issue out of the resolved queue and in a 'waiting for support' status but the resolution field still shows 'Done' or 'Fixed'.  Any ideas on what I need to do to get this working?

[Vamsi Kandala]

Hi @Tori Krueger,

You have to set the 'Resolution' field to null or empty when the ticket is reopened.  It is not updated automatically.

Use the 'Edit issue' action to set the 'Resolution' field after the ticket is transitioned to 'Waiting for Support'.

If possible, can you post the screenshot of your automation rule?

Thanks,
Vamsi

[Tori Krueger]

I have the screenshot of the automation rule here...

thanks

[Tori Krueger]

[Vamsi Kandala]

Hi @Tori Krueger

Thank you for sharing the screenshot.

Instead of creating the automation rule in the 'Legacy Automation' section, can you create in the other 'Automation' section and looks something like this:

Where you can replace 'Done' with 'Resolved' and 'Closed'

Replace 'In progress' with 'Waiting for Support'

And don't select any value for 'Resolution'.  That way, it clears the value.

Hope this helps.

Thanks,
Vamsi

[Tori Krueger]

Thanks for this.  I set it up as you have shown and now I am getting this error?  Not sure what is causing the error.