Issues with Tikit automation not being properly triggered

This topic has 8 replies, 4 voices, and was last updated 2 years, 5 months ago by Reinhard Gustavik.

Post

- July 20, 2021 at 5:35 am
- Quote
Michael Bolls
Participant

Hello all,

I am exploring the automation features and wanted to see if I could auto-apply a “due date” to tickets based on their priority. I added in different date ranges per priority yet when testing the automations I do not see the new rules being applied. Can anyone help guide me in the right direction?

There are 3 different automation rules based on priority status. The rule basically follows:
WHEN New Ticket Added AND Priority EQUAL to X
THEN DO UPDATE PROPERTY Due Date to Y+Current Date

I’m currently listed as an Analyst instead of an Admin role in Tikit, not sure if that has anything to do with it.

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Replies

- - July 20, 2021 at 1:59 pm
  - Quote
  James Kleinschnitz
  Administrator
  
  Michael
  
  We will try to replicate this in our test environments but a few questions:
  
  In the Automations table what is the status for each of your automations?
  When testing these automations how are you creating the new Ticket? (Web, HelpBot, Converting a chat message)
  
  Thanks
  —
  James
- - July 20, 2021 at 4:05 pm
  - Quote
  Michael Bolls
  Participant
  
  Hello James,
  
  Automations table has status as “Success.” I’m experimenting with both creating tickets on my own (via Tikit on Teams and HelpBot). I’ve also asked others to create tickets via HelpBot as well.
  
  I have not used the web app or conversion of chat to test the automation yet.
- - July 20, 2021 at 5:00 pm
  - Quote
  James Kleinschnitz
  Administrator
  
  Is your trigger type:
  Added, Modified, or Added & Modified
  
  Since the Added event only happens on initial ticket creation and with helpbot and the tikit message extension you can’t select the priority on these Added events, I wonder if you need to use Added & Modified trigger.
- - July 20, 2021 at 9:50 pm
  - Quote
  Ryan Lane
  Moderator
  
  Hi Michael,
  James looped me in and I was able to reproduce this issue. I will work with the engineering team to get this resolved.
  In the meantime, you can update the trigger type to Added & Modified and add an additional filter for Due Date Is Null to create an automation that will assign a due date on ticket creation based on priority.
  Trigger Type: Added & Modified
  If:
  Select AND to require both Filters to be true.
  Priority Equal 3 (Low)
  Due Date Is Null
- - July 21, 2021 at 7:46 pm
  - Quote
  Michael Bolls
  Participant
  
  Hello Ryan and James,
  
  That seems to have resolved the issue, thanks! I tested it by creating my own ticket via Helpbot. I’ll check with other team members and will let y’all know if I run into any more issues.
  
  @James,
  
  Let me know what the engineering team finds. Will explore more automation in the future so knowing this will be handy.
  - November 15, 2021 at 9:56 am
    
    Quote
    Reinhard Gustavik
    Participant
    
    Hi Michael,
    
    I’m also looking for an automation that sets the resolution date to the current day when the status of the ticket changed to resolved.
    could you please post the final automation configuration that works for you.
    
    Cheers -reinhard-
- - July 21, 2021 at 8:33 pm
  - Quote
  Michael Bolls
  Participant
  
  Confirming test with other team members also came out as success.
  - July 21, 2021 at 9:05 pm
    
    Quote
    Ryan Lane
    Moderator
    
    Hi Michael,
    Thanks for reporting back. Glad those automation changes are working for now.
    
    Cheers,
    Ryan

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Issues with Tikit automation not being properly triggered

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