Hello all
I'm trying to automate some tasks and there is one action rule that I keep having issues with when paired with a Quick Ticket.
I want to use a quick ticket for termination that generates 1 or 2 child tickets depending on what Custom Fields are selected. There is one field that is always selected and a second one that is sometimes selected.
When the quick ticket is created, it auto selects the first field for the creator, and it appears that the action rule gets triggered immediatley, even though the parent ticket doesnt exist yet since it required the Details field to be entered. Once the user enters the info in the Details field and saves, it runs the Action Rule again, even though the action rule is set to " only if criteria did not match before the Ticket was updated". If I save the ticket again even while making no changes, the rule will run again and create a 3rd, 4th, or n-th ticket. The second action rule for the optional custom field, only runs 1 time, no matter how many times I save. Both rules are identical with the exception of the custom field it looks for so I'm really not sure what is happening here. I have deleted and recreated the issue Action Rule with no change in behavior. I'm sure im just missing something simple here and would appreciate another pair of eyes.
