FAQ

Troubleshooting and FAQ

If a workflow does not behave the way you expected, start with the simple checks. Most issues come down to the module being off, a condition not matching, or a permission missing.

Why did my automation not run

• Check that Workflows is turned on in the Overview tab.
• Check that Automations run is on in the Workflows tab.
• Check that the automation is Active, not Draft or Inactive.
• Check that the trigger event really happened.
• Check that the condition matched the ticket.
• Open the workflow run history from the Workflows list to see what happened.

Why can I not edit a workflow

Your role may not have the Create or edit workflows and automations permission, or your workspace may not be on the Business plan.

Why can I not approve something

Only people in the resolved approver set can approve. That set comes from the approval rule, such as a permission, role, group, team, specific users, or requester team lead.

Why did a Web Request pause

The workspace may have reached the monthly Advanced Automation call limit. Usage appears in Plan and Billing and inside the Web Request block.

Where do I find run history

Go to Settings, Service Management, then Workflows. In the workflow row, use the run history button to see recent runs and errors.