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Hi,

This worked fine before, but now it has stopped..

I have a Workflow in each Workspace that is suppose to set Agent Group and Category based on the Requested Item on the ticket.

I have this now:

Ticket is raised → Condition: Requested Item is ITEM1 → Action: Set Group and Set Category

 

I have confirmed that the Workflow is triggered by sending a test email to myself, including Placeholders to see if the Workflow finds the values I want to put on the ticket properties.

Hi ​@chrir,

Based on the information provided, this setup should continue to function within the workflow for updating ticket properties.

Additionally, you can utilize custom objects to store the items along with their associated group and category values, and configure this accordingly. I have shared a link below for your reference.

https://support.freshservice.com/support/solutions/articles/50000003118#Automating-Request-Management-Processes

 

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