I have created an issue called “Printer Home / Personal”. Our team does not provide support to home printers. So, I created a rule that, when this issue is selected, it will cancel the ticket and sends a polite email to the Submitted By person that states we do not support home printers. Here is where the problem, comes in. The rule will cancel or resolve (I have tried both) the ticket, but it does not send the email. I have tried to move the rule around to the top, the bottom, etc. I have tried to re-order the two actions, no joy. I am wondering if other things need to be set, like ticket owner perhaps, before an email can be sent.
Just to recap, the rule is supposed to do 2 actions based on the issue selected:
- Cancel (or resolve) ticket
- Send email to Submitted By
It is only doing the Cancel/Resolve regardless if its the 1st or 2nd Action.
If anyone has any suggestions, I’m all ears! Thanks for your time!
