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]

Then it should be something missing at this Trigger rule definition only.

If its okay can you share a screen shot of the trigger rule?

[nikitaporwal]

Yea PFA.

[Srinivas Balusu]

Hi Nikita,

I don't have any answer for this now. If I find anything helpful I will post it here.

What I will suggest is try with different possibilities of data to make sure the condition matches in your trigger rule and Workflow. I believe there shouldn't be anything complex behind this.