Hi @JDCBX
Welcome to the community!
Within the “Autotask Update Existing Ticket” workflow action step is a checkbox to “Filter Tickets”. You can use this to limit what tickets are located when MSPintegrations tries to locate the existing ticket.
Here’s a thread showing how it works:
And here’s a post in another thread showing a more customized approach using that same option:
If you use that check box, you can modify your rule to have just two steps:
Step 1: Update Existing Autotask Ticket, with the filter enabled to only update if the ticket is not old.
Step 2: Create a new Autotask Ticket
Let us know how this works!