Usually, execution gets stuck at a filter, or the trigger is configured differently than expected. The Flow tracker shows you exactly what is causing the issue. If a Flow does not trigger, runs at the wrong time or finds the same tickets every time it runs, the following steps will help you troubleshoot the issue.
Good to know: Executing user
Flows run in the background without their own user. In the Flow tracker, “System” therefore always appears as the executing user for these automated actions.
How to fix the issue
Flow tracker and filter settings
A wrongly configured filter often blocks your Flow from running.
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Check activation:
First, check whether the Flow is active.Important: After migrating from event actions, you must activate the Flow first and only then deactivate the old event action.
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Use the Flow tracker:
Open the Flow tracker and navigate to the overview of filtered Flow executions. There you can see at a glance which filter stopped an execution. -
Optimise multiple filters:
If you filter by several values (e.g. different ticket statuses or postcodes), use the “Is” operator instead of arranging many individual conditions one below the other.
Time-based Flows
If a time-based Flow does not run at the expected time, check the trigger configuration.
- Set the frequency in the trigger to minutes.
- Define the exact recurrence (e.g. “Every 15 minutes”).
- Define a clear execution period during which the Flow is allowed to be active.
Prevent infinite loops
If the search always finds the same tickets, the Flow is not successfully changing their status. The search finds a maximum of 200 tickets per execution.
- Change the status: At the end of the Flow, be sure to set a tag or a new status for the ticket.
- Exclude from the search: Exclude this tag or status from the Flow’s initial search so that the ticket is ignored on the next run.
Frequently asked questions (FAQ)
How can I recognise the problem?
- The Flow does not trigger at all or does not process any incoming tickets.
- A time-based Flow does not run at the configured/expected time.
- The Flow repeatedly acts on exactly the same tickets every time it runs.
What should I do if these steps do not help?
If troubleshooting is unsuccessful, contact our support team. For a quick investigation, provide us directly with your Flow ID and a sample ticket.
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