The customer may report that an automation rule configured has matched all the conditions on the ticket, and yet the rule has not executed on the ticket. Here are the checks to be followed in such a case :
- First, ensure the exact conditions on the configured rule and the ticket have matched from the UI.
- If yes, we can confirm the same on the logs front as well by making use of the Backend Ticket ID and the Automation Rule ID.
- How to get the backend ticket ID ?
-->Hit the URL below in the browser to view the XML view of the ticket where an agent is logged in, in the format https://domain.freshdesk.com/helpdesk/tickets/123.xml where 123 is the ticket ID.
-->The "id" that you see highlighted in the screenshot below is the backend ticket ID.
- How to Get the Automation Rule ID ?
Navigate to the specific automation rule that has been configured and in the URL section, you can identify a series of Numbers at the end of the URL as seen below. This would be the Automation Rule ID.
- Now, once we have these details, we can use it to search for logs in Haystack(for the accurate POD) under the "freshdesk" logset with the search query as shown below :
--> "backend ticket id" AND "automation rule id"
If the rule has not executed at the exact timestamp and timezone when the ticket was created even though the conditions have matched, there would not be any hits in Haystack. In such cases, we can raise an L2 ticket.