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My workflow isn't updating automatically

SLAs are only for internal use, the bosses don't care to look at them. But for some reason my workflow isn't updating after I respond to a customer. As far as I know nobody has changed anything, it all looks like it would work. Does anybody have any idea?



1 answer

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Brant Schroeder Community Leader Nov 05, 2021

@Info Tech 

Can you provide some additional information?  Are you just responding to the customer?  Are you clicking a transition button when you respond?  What are the steps you are taking and what do you expect to happen that is not?

It used to be that I would just respond to a customer (through the web interface or through email) and it would automatically transition from waiting for support to waiting for customer. My SLA for response time is being hurt by this, because pretty often I will reply within a few minutes of getting a ticket and then have to wait for the user to answer sometimes 2-3 days. My SLA has a first response time of 4 hours, but since it never changes to waiting for customer, it never updates that I have made the first response 

Brant Schroeder Community Leader Nov 05, 2021

@Info Tech Sounds like you had an automation that was running and transitioning the issues for you.  Can you see if one of the automations has been disabled?

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