@AMeyer Greendale Schools Thank you for submitting your question to our community!

I am looking into this one as well, but I have a feeling it is going to be your “when field is updated” field. Can you provide a screenshot of your rule configuration? 

@Kathryn Carter screenshot of that specific rule below. 

Ticket 12354 is an example of one that doesn’t seem to be working correctly. Running it through the rule simulator with all our rules led to no matches (as expected). In the ticket itself, the Rule Log reported it matched. If you can find the hole in my logic, I’d appreciate it!

@AMeyer Greendale Schools All right, try excluding the statuses you don’t want instead of including the ones you want. Additionally, is this only for you assigned or is it for anyone who updates the comment? 

@Kathryn Carter Okay, made that switch. Screenshot at the end.

My goal here is to have tickets switch to “new comment” when a user replies. I don’t think I can have the rules engine ignore agents/iiQ admins adding comments, which is fine.

Since the rule is triggering incorrectly, though, I just have it applied to my tickets and one other agent.

@AMeyer Greendale Schools You won’t be able to distinguish who comments, correct. What does the rule simulator say now with the exclude? 

Rule simulator looked correct with both setups. Tickets themselves SEEM to be working  - of course today is a slower ticket day so there hasn’t been much for me to reference. I’ll keep an eye on it for a few days and remove the agent restrictions if it looks good. I’ll come back and mark your suggestion as solved once I’ve got more data!

Spoke too soon about the rule - it’s still triggering incorrectly. Rule simulator is correct that the ticket does not match the filters, but the Rule Log in the ticket shows a match. I wish the details would show up in the Rule Log so I could see what it thinks is matching!

@AMeyer Greendale Schools Alright I tried something - let me know if it is working now. 

@Kathryn Carter I just tested 1 ticket and it SEEMS to have run correctly. Been a slower day here so I’ll keep an eye on existing tickets.

Was I missing something in my rule setup?

@AMeyer Greendale Schools No, I just deleted it and recreated it  I was just hoping it would help! 

@Kathryn Carter still fairly quiet around here, but the rule seems to be behaving itself - yippee! Guess you have the magic touch :) 

Hopefully I don’t have to tag you in to recreate any other rules