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We have created custom fields in order to identify paying customers more easely. However, when I attempt to make a Trigger or an Automation rule to flag these clients as paying customers and flag the ticket “urgent” … it seems to not be working…

This is what my automation rule looks like, when I test it, it does detect all the “flagged” tickets… however it refuses to make any old or new tickets flagged as urgent.

I’ve also tried with triggers, with the same result… its not flagging the tickets as urgent, neither old or new.

We are using version 3.1.1

Thanks for your time!