Why didn't my automation rule run?

Work through these checks:

1. Is the rule active? In Settings → Automation, the Active toggle must be on.
2. Did the trigger happen? A Ticket Created rule only runs when a ticket is created. It doesn't go back over tickets that already existed when you made or changed the rule.
3. Does the condition match? Check the field and operator. Equals needs the whole value to match. Contains matches anywhere in the text. Matching ignores upper and lower case.
4. Did an earlier rule stop processing? If an earlier rule with Stop Processing on matched the ticket, later rules are skipped.
5. Check the ticket's Activity tab. When a rule acts on a ticket, its Activity tab records it, for example Automation 'Tag order enquiries' added tag order. If there's no entry, the rule didn't match.

Still stuck? Contact support from the Help button with the ticket number and the rule name.