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Workflow Transition Condition

agallaway March 19, 2024

Our users report issues via email and those issues get pulled into the helpdesk using the email integration.  All issues that get created have the "Issue Submitted via Email" Request Type.  We ask our service desk team to update the Request Type to the correct relevant request type.  In order to try to enforce this I have a condition on our Resolved transition that does a string comparison and says the Request Type will have to be not equal to value "Issue Submitted via Email" (see screenshot).  However, that is not working.  If an issue still has the "Issue Submitted via Email" request type the resolved transition is still visible and they can use the transition without any errors.  Am I missing something?

Resolved Transition.png

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Walter Buggenhout
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March 20, 2024

Hi @agallaway,

To use request types in workflow conditions, you should not refer to their visible name, but to the ID that is used to identify behind the scenes.

Have a look at this related post for a detailed description of how to find and apply it.

Hope this helps! 

agallaway March 20, 2024

@Walter Buggenhout Thank you!  I checked out the post you referenced and figured out the object ID for the request type and updated the condition rule and now it is working correctly.  I appreciate your help.

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