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Is there a way to prevent tickets from re-opening when updating organization?
Gepostet 24. Apr. 2023
We're planning to do a bulk update to import external end user organization information.
We have a trigger in place that re-opens tickets when they are updated (for side conversations, specifically). I've noticed that when creating a new organization on a ticket, the ticket re-opens - I assume this is because ticket|organization is a ticket field, and not globally inherited from the end user. In other words, updating the end user updates from a ticket updates the ticket, but not other tickets; and that update is independent of actually submitting changes to the ticket. Am I correct there?
I basically get the logic there, but if I bulk update our user records, will this result in bulk re-opening of their tickets? Am I correct that pre-existing tickets still won't have an updated organization after the update, that it will only apply on a go-forward basis?
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3 Kommentare
Christopher Stock
Hey mfg, let me see if I understand your questions:
1. If you update the organization of a user will the updated organization be reflected on existing tickets, or only tickets created after the update?
- The change will be applied to all tickets where the updated user is the requester.
2. If you bulk update users, will the tickets those users are requesters for re-open?
- No, I don't think this will happen. Do you have automations/triggers that re-open tickets when the Requester or Organization is 'Changed'?
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mfg
Christopher Stock - the trigger reopens tickets when the update is made by any user that's not the assignee and where the status is not changed. This is the main trigger we use to reopen tickets, perhaps it duplicates other reopen mechanisms?
I'll test #2.
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Christopher Stock
You wouldn't actually be making any updates to the ticket itself though, only associated data, so I'm not sure why the trigger would be invoked.
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