Automation

Question

Hi,

I am getting the following error, are you able to assist? Requirement is that, when a customer responds, the ticket should be transitioned to "Waiting for support". However, when an internal comment is being added, it is also being triggered.

Error message: Destination status could not be resolved. If using a smart-value ensure this resolves to a numeric status ID or untranslated name for issues (with current status).

Rajan Dangol · Answer

Hi Jerrold,

Thanks. Waiting for support status is transitioned to all the other status and vice versa. It seems when a customer a raises a ticket it is transitioned to waiting for support and when agent responds it is trying to transition to same status. Although the flow does suggest that it should only run is customer responds then activate. Not sure where its going wrong.

Fernando Eugênio da Silva · Answer

@Rajan Dangol ,

This usually happens when the current status where the issue is at the moment can't send to Waiting for support status because doesn't have a transition connecting the both statuses.

Try to review your workflow transition status and ensure that you have all status available to send the issue to your Waiting for support statuses

Jerrold - Empyra · Answer

Hi @Rajan Dangol

For the issue where when a internal comment is added the ticket is moved to waiting for support we have to add another condition in the automation

and regarding the error. can you cross check the workflow for that issue type to check  whether the status you selected is associated with that workflow

Thank you.