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

Vera Valshonok_yp6w8e

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.

Accepted answers

Manoj Kumar Gangwar

Hi @Vera Valshonok ,

Please share your automation rule and audit log screen shot.

All comments

Manoj Kumar Gangwar

Hi @Vera Valshonok ,

Please share your automation rule and audit log screen shot.

Vera Valshonok_yp6w8e

Screenshot 2023-06-15 111623.png

Manoj Kumar 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.

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