How do the "Ticket Rules" work?

[ae.administrator]

I’ve configured the “Ticket Rules” for my organisation’s helpdesk based on specific criteria. However, the defined actions do not seem to be applied, even when the rule conditions are met (please refer to the attached screenshot).

I was expecting the function to behave more like an automation, where the actions are triggered immediately once the conditions are fulfilled. Could you advise on the correct way to set this up?

[Rod-IT]

Rules only work (i believe) by email from end users, they will not work via the portal or if submit by a tech/admin.

They trigger only on initial ticket creation and do not run thereafter.

Does that help?

Step 6
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[clutka (MAINSTRIKE)]

@Rod-IT

Rules only work (i believe) by email from end users, they will not work via the portal or if submit by a tech/admin.

Note that rules do work upon GUI (portal) input. They are executed upon initial ticket creation.

@Rod-IT

They trigger only on initial ticket creation and do not run thereafter.

Correct.

[clutka (MAINSTRIKE)]

@ae.administrator

I was expecting the function to behave more like an automation, where the actions are triggered immediately once the conditions are fulfilled.

As Rod-IT states, it’s upon the initial ticket creation.

I replicated your setup.

Entered a ticket that should trigger the rule.

And viewed the results. Success. The trigger is highlighted in yellow. The rule actions are designated by the red boxes.

Your rule should work but, again, the trigger must be set at ticket creation. Rules are not executed at any other time.