There may be cases where the conditions of a ticket align with those of a rule, yet the rule may not have detected the ticket and therefore no actions would have been taken.


Please follow the steps to check the logs for such cases:-


Step 1: Fetch the backend id of the ticket. 

To get the backend id, open the ticket in the helpdesk and view the ticket in the XML format. For example:- Ticket id 348 in my trial instance. https://samayakoothantrial.freshdesk.com/a/tickets/348 edit the URL as https://samayakoothantrial.freshdesk.com/helpdesk/tickets/348.xml which will give you the backend ticket id.



Step 2: Fetch the id of the automation from the helpdesk.



Step 3: Log analysis


We would need to use the backend ID of the ticket and rule ID as the Haystack query for the time at which the event was performed.


Below is an example that would help us understand this better.


Rule configured:


Ticket screenshot:



As per the conditions of the rule, the agent has added a note and it is expected that the rule would reopen the ticket. But it did not run on the ticket.


  • Access Freshops > search for the account information > check the POD of the account > Login to the respective Haystack instance.
  • Choose Freshdesk as the log set
  • Choose the timestamp as when the note was added by the agent and hit search.


The results would look like the below screenshot:


executed=0 in the logs means that the rule was not executed on the ticket.

executed=1 in the logs means that the rule was executed on the ticket.


We can see that the ‘rule performer matched’ is set to false and this caused the rule to fail. 


As per the rule’s screenshot, we can see the performer should be an agent but this is not satisfied in the ticket since the requester of the ticket is an agent.


No log results with backend ID and rule ID:


If there are no logs when searched with backend ID and rule ID, this would mean that the observer was not even triggered and we would need to get the logs of the event that was supposed to trigger it e.g. reply logs, note logs, etc.


Below is an rule that is configured to reopen the ticket when a requester replies:



From the below activities screenshot, we can see that the customer has responded to a closed ticket but it was not reopened.



On searching the logs with the ticket backend ID and rule ID, we see no results, which means that the rule was not triggered.




So we will now check the customer reply logs to see why this happened. Use the note ID as search query and run the search to get the reply’s request ID. Use this request ID as the search query and check the logs.



On going through the results, we could see that the “user_present” parameter is set to false, which means the contact is not present in the helpdesk. 


On checking the account we could see that the requester was a deleted contact and automations do not run when the event is performed by a deleted contact or contributing agent (read only access).