Subtickets Not Being Created Through Shortcuts

Question

We have a rule set up that when a ticket status is changed to “Re-Image Request” it triggers a subticket to be created.

I have made a district-wide shortcut that changes the ticket status to “re-image request.”

Whenever the shortcut is applied, the status is changing, but the subticket is not being created.

If I do not run the shortcut and just simply click on the ticket status and change it to “Re-image Request,” the rule triggers properly, and the subticket is created.

Does anyone have any ideas why the rule is not being triggered when the status is changed via shortcut?

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@Meganr Thanks for submitting your question.
Shortcuts won’t trigger any additional rules. Anything you would like to have happen must be written into the shortcut itself. Think of a shortcut as a rule that has ‘stop processing’ already set.

Hope this helps!

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EStapf_iiQ · Answer

​@MeganrThanks for submitting your question.Shortcuts won’t trigger any additional rules. Anything you would like to have happen must be written into the shortcut itself. Think of a shortcut as a rule that has ‘stop processing’ already set.Hope this helps!

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