TDX call workflow when status changes to Resolved

I'm attempting to call a workflow from a Automation Rule, and then the workflow will wait 48 hours (3 minutes for my testing) and then change the ticket status to Closed. 

I have built the Automation Rule with condition: Status is one of Resolved.

I call the workflow "Auto Close Resolved Tickets After 48 hours" - This workflow has a Timer that will be 48 hours (3 minutes for testing) and the result goes to Approve Step.

Inside the Workflow Details I have the upon Approval set Status to Closed.  

Both the Workflow and Automation Rule are set to active.

 

It appears that the Automation Rule is not firing as I am not receiveing email notification as I enter my email address into the notify field.

 

Please any advice would be greatly appreciated.

Asked by Will Tonkin on Mon 9/19/22 2:11 PM
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Answer (1)

This answer has been marked as the accepted answer
Mark Sayers Tue 9/20/22 8:58 AM

Hello Will,

Automation rules will only fire against tickets at the moment of the ticket's creation. They do not fire if, at a later point in the ticket's lifespan, it suddenly meets the conditions of the automation rule.

Your better bet, if you want the ticket to be automatically marked as resolved at some point after it has been closed is to use the ticket app's settings for that very purpose. See Closed Ticket Settings: https://solutions.teamdynamix.com/TDClient/1965/Portal/KB/ArticleDet?ID=21865

Sincerely,
Mark Sayers
Sr Support Consultant, CS

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