Trying to replace the 'Legacy Automation Rules' but my new rule is not working. Any ideas why?

[Brendan]

I've created a new automation rule to replace the legacy "comment updates reply status" rule but I am having problems with it not triggering.

The rule is pretty straight forward so I don't really know why it's not triggering.

Troubleshooting steps I've taken:

• Originally I only had the rule triggered on "Comment is the main action" but added the others in case that was the reason.
• Added/Removed the "initiator is not a customer" condition
• Added specific users to try and force the automation to run
• Tried the smart value {{issue.comments.internal}} and {{triggerIssue.comments.internal}} condition

Anyone have an idea or encountered similar issues when trying to replace the legacy rules?

[Tessa Tuteleers]

Hi @Brendan , 

Great that you're replacing legacy rules! 
You will enjoy the newer automation possibilities! 

Let's get into how we determine what goes wrong in rules! 

1. First, you want to check your trigger! 
   • You say you already tried a few different options, these triggers do seem to be correct in my opinion, but please check your audit log for the rule. Does it trigger when you test the case (at this point it doesn't matter if there is an error or not) -> Great, step 1 succeeds. 
2. Now it is time to check the audit log for the rule, what is the result? 
   • Possible it's an error, or maybe it just shows all green, but nothing happened?
   • In any case, everything is so bunched up that you won't know why anything is or isn't happening. 
     • Please change your triple condition in 3 consecutive conditions, between each, add a "Add to the audit log" action, and mark your step, so you know where it goes wrong. 
3. Debug the step(s) where you don't get a log anymore
   1. {{issue.comments.internal}} -> the {{issue.comments.xxx}} will return a list of all the comments on the issue, so this will not return an internal / external result for the triggering comment. 
      Since your trigger is based on a Comment adding, you get access to the special {{comment}} smart value, that only contains the comment that triggered the rule. Try working with that one first. 
   2. Status == Waiting for support
      1. Clear as day, should work
   3. Initiator is not a customer
      1. In most cases this will prbobable be okay too, but if the agent working on the issue is also in Request participants (and I think even Approver(s)), this could make it fail as well, so be mindfull of that. 

Please let me know in which step you're running into issues, so we can help further! 

Cheers, 

Tessa