Service Order Item Updated Webhook not triggering when Work Order Item completed

Refer to Support

Sarah Götza

March 23, 2026 08:11

• Description of the issue: Webhook with Trigger Action Service Order Item Updated is not triggering when the corresponding Work Order Item gets completed
• Account name: MCH
• Region: EMEA
• Client version: 25.4
• Steps to reproduce:
  - Set up a Webhook with Trigger Action Service Order Item Updated
  - Complete a Work Order Item
• Observed results vs Expected results: 
  • Expected Result: since the status of the Service Order Item gets set to Completed as well as a new Service Order Item with Phase = 5 (Actual) gets added, the Service Order Item Webhook is expected to trigger.
  • Actual Result: Webhook is not triggered
• What is the job the client is trying to accomplish: MCH is developing an interface which needs to send item updates to a third-party tool
• Business impact if not resolved: interface cannot go live

• 

  Seth Halvaksz

  March 23, 2026 10:23

  Tagging customer support Pieter Fourie Josiane Mikhael Mike Schepker 
• 

  Mike Schepker

  March 23, 2026 21:41

  To me, this seems like a bug but I think we may need dev to confirm. In my testing, what is happening is the webhook gets triggered if you completed the entire work order. However, it does not trigger if you complete an individual work order item, which I think it should since you are still updating the service order item(s) by completing the work order item(s). 
• 

  Seth Halvaksz

  March 24, 2026 01:28

  Ok please submit a case to support and include the link here for reference.

  I found an old ticket for 2023 for a bug on the same webhook:

  https://ungerboeck.atlassian.net/browse/APP-1746
• 

  Francesco Torchia

  March 25, 2026 13:48

  Zendesk ticket: https://ungerboeck.zendesk.com/agent/tickets/384101

  Jira ticket: https://ungerboeck.atlassian.net/browse/ME-8129
• 

  Mike Schepker

  March 25, 2026 20:15

  Francesco Torchia Could they add a new webhook for Work Order Items Updated and use that? That should get them what they want, no?
• 

  Francesco Torchia

  March 26, 2026 09:28

  We have discussed this option and concluded it is not feasible. Once the Service Order Item Webhook triggers again, this would cause issues, because then for the same change two Webhooks would fire and they would probably process the same information twice.

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