Tickets & Conversations

YK11
Participant

Remove contact association with tickets workflow stopped working

SOLVE

We often receive tickets from a standard no-reply email address and we frequently reach the ticket/contact association limit. We created a workflow to remove associations as per the link https://knowledge.hubspot.com/workflows/manage-crm-record-associations-with-workflows#:~:text=click... 

 

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"}}




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1 Accepted solution
YK11
Solution
Participant

Remove contact association with tickets workflow stopped working

SOLVE
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.

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3 Replies 3
franksteiner79
Key Advisor

Remove contact association with tickets workflow stopped working

SOLVE

Hi @YK11 

 

+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.

 

Frank

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Frank Steiner

Marketeer | HubSpot Expert | CRM Consultant

InboundPro

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karstenkoehler
Hall of Famer | Partner
Hall of Famer | Partner

Remove contact association with tickets workflow stopped working

SOLVE

Hi @YK11,

 

Without seeing the workflow, enrollment criteria, actions it's hard to say what exactly is going on. Could you please share screenshots?

 

Alternatively, if you're convinced that you checked all eventualities, I'd recommend reaching out to HubSpot support directly in-app (chat, email).

 

Best regards!

Karsten Köhler
HubSpot Freelancer | RevOps & CRM Consultant | Community Hall of Famer

Beratungstermin mit Karsten vereinbaren

 

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YK11
Solution
Participant

Remove contact association with tickets workflow stopped working

SOLVE
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.
0 Upvotes