Workflow rule triggering and executing but ticket not reflecting updates

Workflow rule triggering and executing but ticket not reflecting updates

Hi,

We have been using a workflow rule to update the due date and status of tickets on receipt of a client reply. This worked fine for months but recently we are seeing some strange behaviour.

According to the ticket history, the rule is triggering and executing as expected but the ticket is not reflecting the updates applied by the rule. This can be seen in the attached screenshot.

Note I also used the Support Form to submit a ticket but was not able to add any attachments so raised the issue here as well.

Thanks,
Scott