Automation rule not triggered - what to do
If you have a rule that does not work, and not even being triggered when it should - trye to "test" the ruls. Open the rule under "Admin - Automation rules - Edit" and put the ticket ID into the testing fields to run the rule manually.
If no "actions" were triggered - it means the "conditions" were not met. Double check the conditions
If the rule worked fine (however it was not triggered automatically when it was supposed to) - the first thing to check is if you have any other rules with the "abort all further rules and actions" step. In other words, some different rule is aborting all automation at some point.