Update reporter from email

Question

Hi,

I have created a workflow based on other articles here, but the reporter just wont update. Can anyone give me pointers to what Im doing wrong?

The rule gets the value, and if the user is previously manually added as a reporter, after beeing created here, subsequent runs will get the reporter correct.

But on the first run, the reporter is stated to be an inactive customer.

I added the 5m wait based on a post, but makes no difference. Its only the action of going into the ticket, then searching up the reporter, and selecting it, that will activate it.

Any tips?

Nadhila Savira · Answer

I've created a support ticket for you on this topic Jo, you would have received an email about it. I also just sent a request for data access so we can take a look more closely. Hopefully we can help you further here.

Jo Hetland · Answer

I do think its the state as well, but dont see why its inactive. I can find the person I created from the ticket form, and add it manually, then it works. But thats too late for other automations.

Nadhila Savira · Answer

Hi Jo,

I can see that a new customer is successfully added, but the state of that customer's account might stop Automation from being able to add them to the Reporter field.

I wonder if you could try manually adding the user (using the ID mentioned in the Automation log). Would it work if you were to add it manually?

If you're still facing issues with this, we'd love to look into this a bit further. Could you submit a support ticket to us please?

Looking forward to hearing from you.