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Custom Actions not Triggering Automatically

  • November 24, 2025
  • 1 reply
  • 42 views
_K_O
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Hi All,

Has anyone else started seeing an issue with Custom Actions where the playbooks no longer automatically run the actions? It started happening on Friday (21st Nov) for actions that have been running without fail for more than a year:

Now, when the playbooks trigger on a case, the “Choose Instance” field is not filled in which means all of the playbooks that I have which have custom actions are no longer completing their run:

However, in the playbook it should automatically (dynamically) select the instance and run it without manual intervention:

Does anyone know if anything changed / if there are any additional fields that I need to start using for custom actions?

Best answer by _K_O

If you find yourself dealing with the same situation, this was the fix:

  • Even when using dynamic mode, if there are multiple instances configured for the same integration within the environment, it will get confused and not know which to select. 
  • Uninstall one of the integrations and it will work as expected.

1 reply

_K_O
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  • _K_OBronze 5
  • Author
  • Bronze 5
  • Answer
  • November 28, 2025

If you find yourself dealing with the same situation, this was the fix:

  • Even when using dynamic mode, if there are multiple instances configured for the same integration within the environment, it will get confused and not know which to select. 
  • Uninstall one of the integrations and it will work as expected.
ErikaB
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