Automation rules: Doesn't work to add a comment when the defect is marked with resolution "Won't Do"

[Madalina Eremia]

I have created an automation rule to add a comment to the defect when the defect is marked with the resolution "Won't Do", but unfortunately is not working.

When I tested it and instead of resolution I used the condition of status = "Closed" works perfectly.

Any idea why is not working? I'm using it wrong or can be a defect of this functionality? 

Here is the rule that I have:

Good to mention that in order to change the resolution field in "Won't Do" I first have to change the status in closed.

The error that I see in the audit log is this one:

[Benjamin · Accepted solution]

Hi @Madalina Eremia ,

Base on the automation rule that is set, the resolution did not match when the issue was assigned.

Have you tried to set an issue to close and set it as won't do? Then assign the ticket to another. Will the automation rule kick off and now see the matching condition?

Thanks,

Ben

[Madalina Eremia]

Hi Ben,

Thanks for your quick answer!

I tried again with 2 conditions (one with issue to closed and the second set to won't do) and then assign the ticket to another person and works.

I didn't know that is necessary to assign the ticket to another to trigger this.

Thanks for the help!

[Benjamin]

HI @Madalina Eremia ,

No problem. It is the assign trigger you choose. you can use another tigger like issue update instead if that helps.

-Ben