Customer can't approve by email, when approving ticket not moving to the text status

[Vera Valshonok]

WE have an automation , when a customer approved by email with specific words, then move the ticket to the stage Approved in the workflow.

After the customer approves, the comment is added to the ticket and email notification sent to reporter but the ticket does not move to the nxt stage. 

What can be the issue?

Something with Email of the project and who  is customer and who is internal user.

[Manoj Gangwar · Accepted solution]

Hi @Vera Valshonok , 

Please share your automation rule and audit log screen shot. 

[Vera Valshonok]

[Manoj Gangwar]

Hi @Vera Valshonok ,

Could you please check if there is any condition or validator applied on the workflow Transition? As per the error field should be added on the transition screen.