Issue with tickets not closing due to an automation.

We have an automation right now that, when we close a ticket, adds an additional comment from a general IT account with some info for the reporter.  The issue is that sometimes this comment causes the workflow to screw up and the status returns to "Waiting for Support."  Has anyone ever encountered this issue? If so, what causes it and how do I stop it?

1 answer

0 votes
Peter Bengov Community Champion Jan 31, 2017

It's quite possible that you have an automation rule that moves the ticket to Waiting for Support if a non-agent user has commented on the ticket while it is in Closed status. 

If this is the case, I would either make this general IT user an agent or better yet just and another if statement that makes sure that only if the which commented is the reporter or a participant - then move the ticket to Waiting for Support. 

We do have another automation that changes a ticket to Waiting for Support when a customer comments on the ticket, but the auto-commenting account is not a customer and is set as an agent to prevent it from triggering.  We thought that automation still might've been the cause so we completely deleted it to no effect.  

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