I have a pretty critical step in my workflow where the snow plugin searches for a short description in existing tickets to decide upon making a new ticket or adding to a parent ticket.
Sometimes it completes the search action, but fails to find the existing tickets. Other times it works… Any ideas?
I added a 60 sec delay to maybe give SNOW a breath, maybe that will help.
If you believe it is due to the volume of incidents it is searching for, perhaps a more targeted search would help?
Short Description is your target, but do these tickets also have something else that is universal that could narrow down the number of incidents it needs to search across?
True. So I search by that short desc, created in past 7 days, and assignment group is the group that should be getting assigned the ticket.
So the narrowed scope is what is failing?
If it fails today, and the failure was on “Short Description = 123” If you were to run that exact search in the snippet as a standalone action do we see it fail again and again, or does it sometimes work?
That’s the thing, if I do a snippet and run the identical search it works every time. Just not in the workflow sometimes.