However, it’s not working, and when I look at the enrollment history and logs, we see it cannot find the associated ticket (but on maunal checking, there is definitely a ticket associated with the contact).
To remove existing labels or associations
Server response
{"outputFields":{"hs_execution_state":"SUCCESS","message":"No associated record was found.","message_category":"NO_ASSOCIATED_RECORD"}}
So with the help of Hubspot support, we found the fix.
Although I can see that the Contact is associated with the Ticket by default, you need to apply an association label of Ticket --> Contacts for it to be picked up by the workflow.
Once you add the label, then you can create an automation to remove the label, and then tick the box ‘remove all associations’. Not totally intuitive, but it works.
+1 from me on @karstenkoehler’s points! I would also recommend checking when tickets where associated and when the workflow executed.
A common issue is that without either a workflow delay or an enrolment trigger that checks for the relevant association(s), your workflow is trigger before or while the association is being created, which is the likely reason in your case.