On-call:Trigger rules are not working for Priority other than critical.

[nikitaporwal]

Hi All,

We are using on-call scheduling with Notify, our aim is to notify users if any HIGH or CRITICAL priority incident is created. So to achieve this requirement I had created a Trigger rule where I had given condition:

Priority is HIGH or CRITICAL

Group = Network

Action = Workflow

Workflow = AMAT - On-Call: Assign by Acknowledgement

So now if I am creating an incident with CRITICAL priority, incident will assign to Network group and workflow will attach to the incident.

Issue:

If I am creating an incident with priority HIGH, Incident will assign to Network group but workflow is not triggering.

I just want to know is trigger rule will only work for Critical priority or there is some issue?

Thanks

Nikita Porwal

[Srinivas Balusu]

No, Its nothing like that. Trigger rules can work on any task extended tables. The issue could be something else. Check your workflow   and make sure it matches all the other conditions.

[nikitaporwal]

Hi Srini,

In workflow, no where we mentioned any condition related to priority.

Thanks

Nikita

[Srinivas Balusu]

Did you check the workflow dashboard to make sure the workflow was not triggered?

Can you also try modify the condition form 'Priority is HIGH or CRITICAL' to 'Priority is one of HIGH,CRITICAL'. (I know this will not make any impact. But wanted to give a chance).

[nikitaporwal]

Yea Srini, I have checked workflow dashboard. tried to modify condition form 'Priority is HIGH or CRITICAL' to 'Priority is one of HIGH,CRITICAL'. Now its not working for both Critical and High.