Automation Rules and Workflow with Emails

Sarah Stickel

I am working on setting up some automations with workflows one in particular I am having trouble with is - After I close a task, whether I set it to "done", "canceled", "resolved" etc, and the customer sends back an email stating that the task is in fact not done, I would like that task to move to the "Reopened" column in my board view.  I want to be able to see when a customer emails back stating that the task is not complete.  I have tried using the prebuilt automation rule below - 

I thought this would be easy by creating a new column with the "reopened" status is my Kanban board view

I get emails that say automation has failed, but nothing further.

Paul Wiggers

Hello @Sarah Stickel

Stubborn automations can be a source of frustration, luckily, most of them can be solved relatively easily.

However, we do need some more information on why the automation is failing. You mentioned that you receive an e-mail that it had failed. The e-mail itself doesn't show any information on why it has failed, but it does include a link to the automation log (which you can also reach through the automation editor).

Can you post the details from the log? That will give you, and us, a good indication on what is happening.

My first guess would be that your workflow does not allow the transition to happen and I would be interested in seeing your workflow as well.

(as a small reminder, edit your workflow to include a post action that removes the resolution from the item as well).

Looking forward to seeing the additional information so that we can get your automation running.