Hi,

I created a workflow to update the requester’s email when ticket is raised and ticket subject contains a certain words. The execution log showed it was executed successfully but the requester’s email didn’t get updated.

 

When I test with the “Test Webhook”, it’s working. However, it’s failed when ticket is raised and called this workflow.

 

Request Type: PUT

 

 

 

 

 

 

 

Any ideas?

 

Thanks,

WT

 

Use the Web request node, then you get better logging. 
Start there. 

I can’t see the endpoint you are using. 

Hi ​@wtant,

This could be due to the PUT request failing at the endpoint. Here are some steps to address the issue:

1. Validate the Endpoint: Ensure the endpoint URL used in the PUT request is correct and responds as expected when triggered manually.

2. Authentication Details: Confirm that the API key or credentials used in the PUT request are valid and have sufficient permissions to update the requester’s email field.

3. Review the Payload: Double-check the payload format and data being sent in the PUT request to ensure it matches the requirements of the endpoint. Incorrect input formats or placeholder values could cause the request to fail.

4. Execution Time Consideration: Ensure there are no delays or timeouts causing an issue. Freshservice waits up to a minute for a response, and delays beyond that could result in the workflow appearing successful but failing in practice.

5. You can re-order the workflow to the top and try using the web request node instead.

If these steps don’t resolve the issue reach out to our support team, we will help you with the issue.