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Issues with Automation Rules and specific status


  • I created custom fields and automation rules to enable teams to query how long  tickets have been in a particular status

The details:

  • I have two custom fields:
    • Last Transition Occurred - this is a Date field
    • Days in Status - this is a numeric field
  • The automation rules:
    • Any time a ticket is transitioned (from any status to any status):
      • Last Transitioned Occurred field is changed to today's date
      • Days in Status field is reset to 0
    • I have another automation rule that increments the Days in Status field every day

The issue:

  • The automation rule that updates Last Transitioned Occurred and Days in Status fields works for all statuses EXCEPT for the QE status.  The automation rule does not execute.
  • One difference with the QE status is that "Allow all statuses to transition to this one" option is unchecked/disabled
  • When I check/enable "Allow all statuses to transition to this one" for the QE status, the automation rule executes successfully.  However - this is something I cannot enable as I have conditional checks and validations on the transition
  • Closed status is another status that is setup the same as the QE status (the "Allow all statuses to transition to this one" option is unchecked/disabled).  However - the automation rules executes with no problem for Closed status.

Any help would greatly be appreciated!

1 answer

1 accepted

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Answer accepted
Bill Sheboy
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Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
Dec 09, 2021

Hi @Eugene Eng 

In your workflow are you using a custom event?  If so you may be encountering this defect:

Kind regards,

Bill - I think this was it!  I didn't specifically use a custom event, but once I changed it to Generic - it seemed to be working.  

Like Bill Sheboy likes this

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