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Auto transition error

Hi team,

I worked on the below automation rules.

I received the email as  per the rule, however my station did automatically transitioned to close, where do I need to work on? I have attached the current status showing as well. Ideally it should automatically change from acknowledgement to closed if there is no respond for more than 7 days. Thanks in advance! 

automatio rule.PNGcurrent status-unchanged.PNG

1 answer

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do you have a transition from Acknowledgement to Closed? Are there required fields that are not getting set by the rule? Does the Automation log give a clue?

yup, there's a transition from Ack to Closed in the workflow. I am not sure what am I missing, there is no clue given too. 

Ideally it should auto-close, I did receive the email tho, but ticket is still in acknowledgement status in queue. 

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