If the rule is working once, then doesn't work after that, you have to check 2 things :
1 - check the trigger in your rule and see if you have set it to trigger on ticket creation only, or on create AND on update of a ticket.
2 - check if the criteria you have set in the rule are still valid after the ticket ha received the rule or another one.
If the criteria are not met anymore, that will explain why the ticket doesn't get the rule applied anymore.
Thank you for replying.
As I mentioned before, these rules were in the system before upgrading and were working as we configured them. So something changed while upgrading, that is showing this behavior. At this point, I am stuck and cannot move forward with upgrade.
You may want to open up a support case to troubleshoot this further.
Please can you tell us if you still facing issues after the upgrade? as we are double-checking in our lab, we have 12.1.9 and we are planning to go 20.20.1
We were able to implement a workaround with the help of our vendor. Business rules are working now. I am still testing rest but seems to be working.
Btw, we upgraded from 20.19.02.
Thanks for your response.