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I created two similar Workflow Automators.

 

  1. When a requestor replies to a resolved ticket, it re-opens the ticket, changes the status from Resolved, and emails the Agent.
  2. When a requestor replies to a closed ticket, it posts a public note that the ticket has been closed, is no longer being monitored, and a new ticket should be submitted (with a link to our FS support portal)

Unfortunately, neither ticket is working as intended. Screenshots or both Workflows are attached. Any tips/suggestions are appreciated.

 

Hello,

Firstly, you would have to check if the workflow is being triggered from the Ticket activities section.

If the workflow is not being triggered, I would suggest to have the events in the below screenshot for both the workflows and check if works.

 


This should be more suited to your requirement.

Regards,
Vaibhav Sardessai

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