Hey Everyone,
We are building a marketplace app where we are using a set of Automation rules to Trigger Webhook for Ticket Creation. We are not receiving the below webhook event to our server even if the Ticket Contains the required Tag.
Thanks,
Arshath
Hi Arshath,
can you share the app id to debug this issue? (How to obtain App ID from the App submission Portal? - Wiki - Freshworks Developer Community)
@arshath.h - Were you using a marketplace app?
@Raghu_Murugesan We are not using the Freshdesk SDK apps. The automation is created by our server.
@Saif No we are not using the Marketplace app. The automation will be consumed by our Node.js server.
The automations will be created by our Node.js app based on 3rd party events. The automation will be consumed by our Node.js app.
The automations works fine in our testing instance. The Automations are not getting triggered as expected in one of the Freshdesk account. The Freshdesk account which doesn’t trigger webhook is in trial period.
Thanks,
Arshath
@arshath.h - Are you still seeing this issue? Just want to confirm if this was a temporary problem.
The issue still persists. My findings so far are below.
The account has 2 Ticket Creation Automation rules. Out of these 2, the first one only getting executed. The 2 automation rules have the same conditions.
Please refer to the image below,
Thanks, everyone for your help. The issue is fixed now.
For the followers of this thread,
We suspected the selection of “Execute first matching rule” for automation might be the case. Tried changing it to " Execute all matching rules" to execute both the rules.
This seemed to solve the issue.
