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This is getting frustrating. . .

 

I am working on a Scheduled Workflow to send our reminder emails to the Group assigned to incident tickets 

  • that are not assigned to an agent and
  • that are unresolved tickets and 
  • that were created 7 days ago or older

 

I’m getting emails for

  • tickets that were created minutes ago
  • some of the emails for tickets that are older than 7 days but not all
    • we have unresolved tickets that are 70+ days old.  I’m not getting those emails.

 

 here is the flow and the pieces.  Any help or guidance is greatly appreciated.

 

  

 

 

The execution log show that the HowOld expression was successful on older tickets but I’m not getting the emails for them.

Hi. I recall this; not sure if you posted under another topic and now posting on the proper one.

Anyway: What is your mail system? Are you using a custom mail server or using the FreshService mail system?

Did you contact support for this? They could provide or help you with the logs and checks for the mail server side if you’re using FreshService mail system.

Have you properly setup SPF and DKIM records if using FreshService mail system?

 

Regards,

What does our mail system have to do with how the DiffInDays function is behaving?  

You mentioned that in the logs, the function is triggering, but some mails are being sent while others don’t.

 

Regards, 

At this point I’m more concerned about why I’m getting emails for tickets that were created 1 minute ago when the conditions and diffInDays function I am using should only be selecting tickets that were created 8 days ago and older.  This tells me that there is a problem with my conditions or the diffInDays function itself.

I’ll worry about the missing emails after I figure out this issue

  

I have a few working workflows like the one you’re attempting to create.

The only thing I notice in yours is that you are using single quotes around the {{ticket.created_at_iso}} expression. Would you mind trying using double quotes?

 

Best,

I abandoned this approach and created an emailed report instead

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