Question
I am trying to edit an automation but Support is not letting me save the changes and I receive the following error:
Answer
You are receiving this error message because the changes made to your automation do not have a nullifying condition telling the automation when to stop running. You could fix this one of two ways:
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Modify the automation to include a nullifying condition
The error message, itself, gives you an example of a way you can setup a nullifying condition. If one of the actions is "Priority is Urgent", then make the nullifying condition, "Priority is High".
This support article provides you with another option to create a nullifying condition with tags, ensuring the automation only runs once.
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Create a trigger instead
Often times, this error presents because you are setting up an automation to take an action that would be better accomplished by a trigger. If the conditions in your automation are not time-based, create a trigger instead.
To understand the differences between automations and triggers, see Automations vs. Triggers - When To Use What Follow.
1 Comments
In regard to this message -- I would like an automation to fire multiple times on the same ticket, but it sounds like according to the error, that is not possible.
That said, I haven't been able to find any documentation that outright states this.
I found documentation that states:
"An automation must contain a condition that is true only once or an action that nullifies at least one of the conditions; otherwise, the automation will run in an endless loop."
-- Which lead me to believe that it was/is possible to run it on an endless loop. Is it not possible for an automation to fire multiple times on a ticket?
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