SD - Incoming message rules - if change section is among the active actions in rule, other actions will not be performed

This article is about product releases

ALVAO Service Desk 11.0 and higher

Symptoms

If change section is among the active actions in rule, other actions will not be performed. For example, if you have activated both change section and resolve ticket in same rule, only change section will be performed.

Cause

The cause is a bug in ALVAO products.

Solution

Fixed in release 11.0.2609 - 11.0/SP1 FIX11 (2023-04-06)

Workaround

Create a new rule with the same conditions and actions, but do not select the service change action. Place this new rule under the service change rule in the order of rules.

Issue number

T139605ALVAO

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