This discussion has been locked. The information referenced herein may be inaccurate due to age, software updates, or external references.
You can no longer post new replies to this discussion. If you have a similar question you can start a new discussion in this forum.

Automation Rules - Order of Operations

I have a bunch of automation rules that are assigning based on Requester / User = So say I have 5 of these rules

1. Rule from email server alert - Assign to Email Team

2. Rule from backup server alert - Assign to Storage Team

3. Rule from database server alert - Assign to DBA Team

4. Rule from Zabbix server alert - Assign to Monitoring Team

5. Default Rule - Assign to HelpDesk Team

I assumed that the rules would process 1 - 5. So if Rule 3 caught it and reassigned the ticket to "DBA Team", then Rule 5's condition of "Assignee / User [Not Set]" would not execute. But it does! When I look at the Audit trail on the ticket. It seems like all the rules kind of run at once, or with no sense of order. 

Example rule below

The final "Catch All" Rule

  • Howdy!

    The rules should run in a top down fashion. So as you mention, your catch all rule, needs to be the last rule in your list of rules. If it is, but both rules still run anyway, I have something to advise.

    Since the rule is, by definition, still looking at how the ticket is created, it is behaving correctly. So what you can do is change that catch all rule. Make it a time based rule. 

    Maybe something like this, so it gives the ticket a chance to be claimed by a rule or person. Let me know what you think!