Tickets not Reenrolling in Workflow

SOLVE
MorganW
Contributor

To create a calculated age of a ticket (time from creation to closure or, if not closed, current date), I set up a workflow to populate a new field with either current date or close date.  I need this workflow to run every day (or multiple times in day) so that this field updates with today's date if the ticket remains open.

 

MorganW_0-1627641356637.png

 

 

 

For the re-enrollment criteria it's specified as per following screenshot  However, I've found that tickets are not re-enrolling. 

 

MorganW_1-1627641274731.png

 

Any clues what I've done wrong or what I need to consider to get tickets re-enrolling every day?

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Accepted Solutions
karstenkoehler
Solution
Most Valuable Member

Hi @MorganW,

 

HubSpot won't check these criteria daily. Enrollment triggers are only checked by HubSpot when one of the referenced properties changes and the remaining triggers still hold true. In your case, for example, when the Aged Date switches from known to unknown, but not if it simply stays unknown. If all of the values remain exactly the same between today and tomorrow, HubSpot will not re-enroll a record.

 

Instead of your approach, I'd recommend looking into @OliviaB's excellent tutorial on how to create a Today's date property. You could then use this property and the ticket Create date to calculate the ticket age via a calculation property.

 

Let me know if you have follow-up questions!

Karsten Köhler
Freelance Digital Marketing Advisor

Beratungstermin mit Karsten vereinbaren


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MorganW
Solution
Contributor

Hi Karsten, so taking inspiration from your earlier post I've amended the workflow to the below and it seems to be working (for now!):

 

MorganW_0-1629363747854.png

 

Hope this is useful for someone

View solution in original post

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4 Replies 4
karstenkoehler
Solution
Most Valuable Member

Hi @MorganW,

 

HubSpot won't check these criteria daily. Enrollment triggers are only checked by HubSpot when one of the referenced properties changes and the remaining triggers still hold true. In your case, for example, when the Aged Date switches from known to unknown, but not if it simply stays unknown. If all of the values remain exactly the same between today and tomorrow, HubSpot will not re-enroll a record.

 

Instead of your approach, I'd recommend looking into @OliviaB's excellent tutorial on how to create a Today's date property. You could then use this property and the ticket Create date to calculate the ticket age via a calculation property.

 

Let me know if you have follow-up questions!

Karsten Köhler
Freelance Digital Marketing Advisor

Beratungstermin mit Karsten vereinbaren


Did my post help answer your query? Help the community by marking it as a solution.

View solution in original post

MorganW
Contributor

Thanks Karsten - very helpful.  Reading through Olivia's thread it suggests some helpful ways to trigger re-enrollment on a daily basis.  I'll give that a go.

MorganW
Solution
Contributor

Hi Karsten, so taking inspiration from your earlier post I've amended the workflow to the below and it seems to be working (for now!):

 

MorganW_0-1629363747854.png

 

Hope this is useful for someone

View solution in original post

0 Upvotes
karstenkoehler
Most Valuable Member

Hi @MorganW,

 

Thanks for sharing! If my earlier post led you to the solution, I'd appreciate it if you also marked it as a solution.

 

Have a great day!

Karsten Köhler
Freelance Digital Marketing Advisor

Beratungstermin mit Karsten vereinbaren


Did my post help answer your query? Help the community by marking it as a solution.

0 Upvotes