Autmotation rule: Reminder for agent not working properly

[Melle van Keulen]

we have an automation rule that must meet 2 requirements for it to work:

- Status not in Gesloten

- Updated <= -1w

I am wondering why the queue is showing tickets with the status "gesloten". I use AND in the query (and not OR) and even though I specifically put in the query Status != Gesloten. 

Any one ideas on how to fix this rule?

[Callum Carlile _Automation Consultants_ · Accepted solution]

Hi @Melle van Keulen 

You need to put the two priority conditions within brackets to make it

... and (priority = p2 or priority = p1))

The 'OR' here in your JQL is effectively ignoring some of the conditions before it.

Hope this helps!

[Melle van Keulen]

Hi Callum,

The brackets did solve it. Thanks a lot!

[Yanty Ghani [ServiceRocket] · Accepted solution]

Hi Melle,

You can fix the JQL by using this:
project = KEOIT AND status != Gesloten AND updated <= 1w AND priority IN (P1, P2)

I hope this works for you.

[Melle van Keulen]

Hi Yanty,

It's solved, thanks a lot!