Automation not triggering on label change

[Josh Andrews]

We have an automation that works in response to another automation and it has worked for a long time, recently it stopped matching conditions or works very sporadically.

The setup is as follows.

1. An email comes in and depending on context a label is applied. (Label applied is AutoResponder)

2. On label change we have another automation (the problematic one) that doesn't fire. The trigger activates, however the condition doesn't match. The condition is just labels contain any of AutoResponder.

We can see the AutoResponder label applied on tickets, however the rest of the automation isn't running and the automation fails because the condition's criteria isn't met.

We can even remove the label manually and re-add the same label and the automation runs. 

As well we do have the check to allow this rule to trigger based on other rule actions enabled.

The strangest thing is that maybe 2 out of 100 automation triggers work appropriately. We only have the two rules outlined above utilizing the AutoResponder tag.

Any assistance would be welcome, we have a workaround currently in place but would like to revert back to the original form.

[Mathieu Truchot · Accepted solution]

hi,

did you try to re-fetch issue data before the condition that does not match ?

[Josh Andrews]

I didn't know that was an actionable option. It worked a charm. Thanks so much.