Im trying to create a workflow for a ticket. I want to send an email to a specific user when a ticket status is changed to ‘passed on’. I created a test ticket to do this but the workflow did not work what am I doing wrong?
Hi @EKelly4,
Your workflow enrolls based on a ticket associated to another ticket. Unless you’re associating tickets to tickets, this doesn’t do anything.
Instead, remove the enrollment criteria, click to add a filter again, and then don’t change the “Filtering on” dropdown (this is what you did previously), simply click into “Ticket properties” directly which you should see below the dropdown.
The dropdown should say “Ticket (current object)”, not “Ticket (associated object)”.
I’d also recommend filtering based on the “Close date is less than 1 day ago”. If you filter just for the ticket status, an easy mistake could lead to Erin Kelly receiving notifications for all previously closed tickets.
Best regards