I have a contact based wf that’s supposed to update the ticket with the inspection date and time based on a form the inspectors are filling out, seemed to be working well all this time until I realized instead of updating the corresponding ticket on the form its updating all of the tickets associated to the inspectors contact.
What can I do so it only updates the ticket that have the matching claim number on the form?
Figured it out. Will add criteria: Inspection Date is unknown.
Hey @Imelda
Since this is a contact-based workflow, using the criteria “Inspection Date is unknown” would also impact all associated tickets, not just specific ones. To control which tickets are updated, I recommend leveraging Association Labels. This allows you to define and target only the relevant Contact–Ticket relationships.
You will need to first create the associations needed between Contacts and Tickets.
Then, you can automate this Association Labels, by building a ticket-based workflow that triggers whenever the Ticket Status changes (Ticket Status is known). Add branches for each status (e.g., Open, In Progress, Closed), and use the “Apply association labels” action to dynamically label the Contact–Ticket relationship. Then, in your contact-based workflow, configure the action to copy/update properties only for tickets with a specific association label, ensuring more control.
Hope this helps!
| |||||||||
 If this helped, mark it as a solution for others in the community. |
Hi,
In my case, it’s actually the opposite. All associated tickets for that contact have the same label, and I’d only want the tickets with the blank field to get updated. May be an issue if they get assigned 2 new claims at the same time but at least past tickets would not get updated.
Hi @Imelda
Honestly the “Internal error” message doesn’t have too much info. I would try again and if the error persists, get in touch with Support to confirm if there is any known issue about this.
Hope it helps!
Hi @Imelda,
Welcome to the Community!
From my understanding of your issue, the best option here would be to modify the specific data variable you’re using. You can find more on this here!
I hope that points you in the right direction, but in the meantime, I’d like to tag in some of our Top Contributors to see if they have any more specific suggestions for you!
Hi @danmoyle, @EugeneAtKiwi, @BrandonWoodruff -- Do you have any specific suggestions for @Imelda on how to manage this?
Thanks!
Sam, Community Manager
