3 Replies Latest reply on Jan 1, 2018 2:40 PM by kedar zavar

    Determine if a workflow triggered for an incident

    Randy Powell

      I have a few workflows that are triggered for communications when certain events occur within a incident's resolution.

       

      Example:

      - email team when ticket assigned to queue

      - email staff when ticket assigned to them

      - email client when ticket completed / cancelled

      - email queue manager when ticket breaches agreement

      - email manager when ticket needs approval

       

      I have some staff that says they do not get all email alerts.  If they do not get all communications, then I end up with tickets that stall.  I have built several workarounds (procduerally) but want a way to determine if a workflow was triggered and if it took actions.

       

      Is there a way to tell if a workflow took action by incident?  Some kind of report or log I can review?