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Problem with automation rules

Created: 09 Jan 2013
bold's picture

Hello!
 We configured a set of rules to set the Priority depending on Urgency and Impact. When we have a simple set of rules (one group of conditions per rule) - everything works fine. But when we configure 3 groups of conditions per rule -nothing works.

All 3 rules execute successfully, however only condition from one rule must fire.

When we create an incident:
We set Impact to "Small Group or VIP" value
Urgency to "Non-Urgent Service"

Priority is set to High after the execution of the rules, but should be Low according to the condition in first rule (From the log we can see that all 3 rules are executed successfully and prioroty is set to High because this rule is the last in the list)

Here is extract of the log in the history of the ticket:
Execution results for Ruleset [OnIncidentReceived]

Rule [2]: If ([Impact][Is Specific Impact(Single User)] AND [Urgency][Is Specific Urgency(Non-Urgent Service)]) OR ([Impact][Is Specific Impact(Single User)] AND [Urgency][Is Specific Urgency(Support Service)]) OR ([Impact][Is Specific Impact(Small Group or VIP)] AND [Urgency][Is Specific Urgency(Non-Urgent Service)]) Then [Set Priority][To Specific Priority(Low)] :: The condition was met. 1 Successful Actions. 0 Failed Actions.
Rule [2]: Action Succeeded: [Set Priority][To Specific Priority(Low)]
Rule [3]: If ([Impact][Is Specific Impact(Single User)] AND [Urgency][Is Specific Urgency(Core Business Service)]) OR ([Impact][Is Specific Impact(Small Group or VIP)] AND [Urgency][Is Specific Urgency(Support Service)]) OR ([Impact][Is Specific Impact(Single User)] AND [Urgency][Is Specific Urgency(Core Business Service)]) Then [Set Priority][To Specific Priority(Normal)] :: The condition was met. 1 Successful Actions. 0 Failed Actions.
Rule [3]: Action Succeeded: [Set Priority][To Specific Priority(Normal)]
Rule [4]: If ([Impact][Is Specific Impact(Department/LOB/Branch)] AND [Urgency][Is Specific Urgency(Core Business Service)]) OR ([Impact][Is Specific Impact(Department/LOB/Branch)] AND [Urgency][Is Specific Urgency(Support Service)]) OR ([Impact][Is Specific Impact(Small Group or VIP)] AND [Urgency][Is Specific Urgency(Core Business Service)]) Then [Set Priority][To Specific Priority(High)] :: The condition was met. 1 Successful Actions. 0 Failed Actions.
Rule [4]: Action Succeeded: [Set Priority][To Specific Priority(High)]

 

Best regards,
Ilya