In this Article
Why is the Ticket not Updating?
What does Last reply from any user do?
Why is the Ticket not Updating?
- There might be a delay of up to 1 minute for the Workflow to trigger.
- Check the attachment has text to extract. If there is no text to extract from the attachment, no action is taken and there would be no comments added or no Custom Fields updated.
- If you are extracting values into a Drop-down or Multi-select Custom Field, check that the value being extracted matches one of the pre-defined values for the Custom Field.
- Check that the value extracted can be added to the type of Custom Field and, where relevant, in the correct format. For example, when extracting a value that will be added to a Date Custom Field this type of Custom Field accepts values in the format Mmmm dd, YYYY, for example February 01, 2026. If the value you are extracting is not in the exact format, when you add the Parsing Rule description you can specify the format of the value to extract and add instructions to change this to the format needed for the Custom Field.
What does Last reply from any user do?
If a Workflow is set only as Last Reply from any user, this would not extract an attachment in the customer's first email, but the first email would treated as a reply if there are attachments in any subsequent emails.