Background:
- 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!
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.