Observer rule not working as expected
I set the following Observer rule for user comments to re-open closed tickets:
I see no reason for it not to work - and yet, when I tested it, the comment was added to the closed ticket, but it remained closed and no email notification was sent to the assigned agent.
Can this be because I used my own account to submit the ticket? (meaning I'm both the requester and assigned agent) or have I set something wrong with the rules..?
Any help would be appreciated,
This was solved for me by support - apparently the issue was with testing from my own mail address (agent) while the rule was set to "ticket with these properties -- Requester".
Testing with another user found the rule works as it is.
Hi. Thanks for posting the resolution here, Michael! Hopefully, it will help someone who faces a similar issue.
We appreciate your time.
Have a good one