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?

Best answer by EStapf_iiQ

@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!

EStapf_iiQ · Accepted 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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