Workflow errors

These messages appear on the Workflows pages: rules and rule tests, macros, tags, ticket and customer fields, SLA policies, auto-assignment and satisfaction surveys.

Before you start

• Who this is for: owners and admins who manage workflows.
• What you need: the exact message you saw.

Step by step

1. Note where you saw the message, for example on the Workflows pages.
2. Find it in the list below; messages are grouped by task and quoted word for word.
3. Follow the fix, or open the linked guide for the full steps.

What happens next

Most fixes take effect straight away. If the same message comes back after the fix, refresh the page once, then contact us with the message and the page you were on.

Tips

• Test a rule against recent tickets before you turn it on.
• Workflow pages are read-only for agents and viewers.

Troubleshooting

Rules and tests

"Only admins can change workflows"

Ask an owner or admin. See Create a rule to automate tickets.

"Give the rule a name"

Type a name. See Create a rule to automate tickets.

"Pick when the rule runs"

Choose at least one trigger. See Create a rule to automate tickets.

"Add at least one action"

A rule needs something to do. See Create a rule to automate tickets.

"Set how long to wait for the time trigger"

Time rules need after how long and from which moment. See Create a rule to automate tickets.

"A time rule needs "after how long""

A saved time rule lost its timing. Open it and set How long again. See Run rules after time passes.

"Fix this rule before turning it on"

The saved rule cannot be read, for example a missing tag or macro. Open it, fix it and save. See Create a rule to automate tickets.

"Check the rule"

Something in the rule is incomplete, such as a condition without a value. Fill it in and test again. See Test a rule before turning it on.

"Rule not found"

Someone else deleted it. Refresh the list. See Order, switch off, duplicate and delete rules.

"Invalid rule"

The rule could not be saved in that form. Check every condition has a value. See Rule triggers, conditions and actions reference.

"Invalid order"

The new order did not save. Refresh and drag again. See Order, switch off, duplicate and delete rules.

"Write the customer’s message"

The test email needs a message. See Test a rule before turning it on.

"Only available in demo mode"

Test with an email works on demo servers only. Use a real email on live workspaces. See Test a rule before turning it on.

Macros and tags

"Give the macro a name"

Type a name. See Create and manage macros.

"A macro needs a message or at least one action"

Add a message or an action. See Create and manage macros.

"Name the tag"

The name is empty. See Manage tags, colours and names.

"Pick a colour"

Choose a colour before creating the tag. See Manage tags, colours and names.

"That tag already exists"

A tag with that name exists already, ignoring capitals. Use it, or pick another name. See Manage tags, colours and names.

"A tag with this name already exists"

You renamed a tag to a name that is taken. See Manage tags, colours and names.

"Invalid tag"

The tag was already deleted. Refresh the page. See Manage tags, colours and names.

Ticket fields and customer fields

"Name the field"

Type a name. See Create and manage ticket fields.

"Add at least one choice"

A dropdown needs at least one choice. See Create and manage ticket fields.

"Keep at least one choice"

You tried to remove every choice. Keep one, or archive the field. See Create and manage ticket fields.

"Two fields have the same name"

Field names must be different. See Create customer fields for facts about customers.

"Up to 30 customer fields"

Delete a field you no longer use before adding another. See Create customer fields for facts about customers.

"Add at least one choice to “…”"

A dropdown field needs at least one choice. See Create customer fields for facts about customers.

SLA policies and assignment

"Name the policy"

Type a name. See Set SLA targets for reply and resolution times.

"Set a first-reply or a resolution target"

Set at least one target. See Set SLA targets for reply and resolution times.

"Invalid policy"

The policy could not be found. Refresh the page. See Set SLA targets for reply and resolution times.

"The limit must be between 1 and 500"

Pick a number in that range. See Assign tickets automatically with round robin.

"All assignment rules are off, so new tickets stay unassigned."

Switch an assignment rule on. See Assign tickets automatically with round robin.

"No auto-assignment yet: tickets wait in the inbox until someone takes them."

Create an assignment rule with New assignment rule. See Assign tickets automatically with round robin.

"Nobody can receive tickets right now: everyone is away, offline or at their limit."

Set someone to Available, or raise the limit. See Assign tickets automatically with round robin.

Satisfaction surveys

"Pick a rating from 1 to 5"

The rating was missing. Choose a score. See Set up satisfaction surveys (CSAT).

"This survey link is not valid"

The link was changed or the ticket no longer exists. See Set up satisfaction surveys (CSAT).

"You already rated this conversation. Thank you!"

The customer has already answered for this ticket. See Set up satisfaction surveys (CSAT).