I’m trying to build a workflow that sets a custom ticket status (“Work in Progress”) when an agent posts a reply. It seems simple enough, and I thought I had the logic right, but it just isn’t working, and I can’t figure out where I’m going wrong.
Here’s what I have:
Event: Reply or forward is sent, or Note added is of type Public. Can be performed by any Agent
Action: Set Status as Work in Progress
App (Slack): Post a message (to a test channel that is confirmed to work with other workflows)
I have tried opening some test tickets and then replying to them, but nothing happens to the status. It just stays Open. Nothing is showing up in the Slack channel either.
I tried adding a Condition that stated the ticket status must be Open, but this also did nothing, so I removed it (it wouldn’t work for this anyway, since I want the ticket status to become WIP any time an agent replies).
Where am I going wrong here?
Incidentally, I have also noticed that one of our other workflows has stopped working. This workflow assigns a ticket to the first agent who replies. Could this be related?
