+5Hi, I’m sure I’m missing something obvious here but the reopen tickets when requester responds workflow isn’t working for. When I email in from my test account against a closed ticket the agent gets an email but the ticket doesn’t reopen. Can someone tell me what I’m missing :-) ?
Best answer by Daniel Söderlund
He get that e-mail and not from the system default e-mail?
Try remove and add the node again or add a separate node for change of status.
+14He get that e-mail and not from the system default e-mail?
Try remove and add the node again or add a separate node for change of status.
+5He get that e-mail and not from the system default e-mail?
Try remove and add the node again or add a separate node for change of status.
Hi, requester gets no email but the agent gets the standard email to say a new note has been added to the ticket, so we know the ticket is being updated, but not reopened. I’ll try what you suggest, thanks
+5Looking at the activity log on the ticket the reopen workflow isn’t firing at all, so the email to agent is just the regular one that’s generated when a note is added to ticket, will take another look at the Event to see what’s not matching
+14Looking at the activity log on the ticket the reopen workflow isn’t firing at all, so the email to agent is just the regular one that’s generated when a note is added to ticket, will take another look at the Event to see what’s not matching
Add a action/note before the condition. Please show us the event node as well
+5I’ve added an action before condition and that does fire when the requestor replies
So issue seems to be around the condition
+5Hi, I’m getting closer, I deleted the condition and recreated it and then got the reopen to fire a few times. then I tried a fresh test and it didn’t fire on responding to a ticket. then I responded again and it did fire and correctly reopened the ticket. Something not quite there but on the right track now
+12Hi, I’m getting closer, I deleted the condition and recreated it and then got the reopen to fire a few times. then I tried a fresh test and it didn’t fire on responding to a ticket. then I responded again and it did fire and correctly reopened the ticket. Something not quite there but on the right track now
Hi.
Is your plan Enterprise? Are you currently entitled usage of Freddy? In case No, I’d suggest to remove that. That condition may lead to unexpected results (even if using it).
Regards,
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