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Automation error on transition.

I am trying to implement on my Service desk the predefined Automation where a comment (from anyone, customer portal) will re-open my ticket. 

Rule works until the Transition step, where i get the red "Error"


Here is what i do know about this particular transition I am trying to use in this Automation 

1. It is in the workflow being used in this project. 

2. It is not linked to any screen

3. Transition works when use manually in Service Desk Agent end. How ever it does not set resolution to configured "Unresolved" as set. 


What are all the requirements for the transition to work? 

4 answers

2 accepted

0 votes
Answer accepted

@Skuli Sigurdsson How did you get it to work? I'm currently facing the same problem.

Hi and sorry for late answer.  I followed Kian´s steps and voila...worked perfectly. 

Sorry for the late reply.  But yes Kian had the answer! :) followed his steps and it went on to work perfectly. 

0 votes
Answer accepted

Hello Skuli,

Would you please be able to provide screenshots of the error you are seeing?



Ok I got the thing to work.  How ever now the transition is not changing the resolution to "Unresolved" as configured.   See below. 





This is because what you are configuring only applies to when a customer uses the button on the portal to reopen the ticket.  Instead, click on Post Functions .sShot.JPG


Once there, click Add post function.

At the very bottom you should see the Update Issue Field post function. Add that.

Screen Shot 2020-03-18 at 9.50.32 AM.png

Then pick the field Resolution, and the value None.

Screen Shot 2020-03-18 at 9.50.45 AM.png

Like Skuli Sigurdsson likes this

Flawless victory!!!!


Thank you Kian.  I might have some more in coming days. 




"Flawless victory" :) I like that phrase! I might steal it!

The same error, the same condition, but it does not work stably. then the transition is triggered, then the transition is not triggered

Hi hi Radhika.  Did you follow the steps above from Kian?  

I'm facing your original problem actually where I'm getting an error for the transition. The solution to that hasn't been mentioned in the above responses yet.


Same as your case, all the following points satisfy my case:

1. It is in the workflow being used in this project

2. It is not linked to any screen

3. Transition works when use manually in Service Desk Agent end

I'm still getting the error and am unable to figure out the problem.


Thank you in advance!

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