Skip to main content
  • EN

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?

Hi.

There could be a chance that one Workflow is still running and has then make the other to not being able to run. They may be queued.

What do you see in ticket activities? There may be other issues happening.

I’d suggest to submit a support case.

 

Regards,

@eeha0120 - has the best first suggestion, if there is another workflow still running, due to an approval pending or webhook then the next won’t run. 

 

Check the activities log and potentially reorder your workflows. :D 

Terms of Use