Reordering and sorting your list of ticket triggers

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Reorder ticket triggers to control their firing sequence, ensuring updates, assignments, and notifications occur in the right order. Use drag-and-drop to adjust their position. Sort triggers by properties like name or last updated for easier management. Remember, sorting doesn't change firing order. Adjust column headings for more sorting options, but reordering is key for trigger execution.

You can reorder your list of ticket triggers to designate the order they're fired in. By default, ticket triggers are sorted by position (the order in which they fire) on the Triggers page, but you can change the sort order, as needed.

This article contains the following sections:

• Reordering triggers
• Sorting the list of triggers

Related articles:

• Opening and viewing your list of ticket triggers
• Managing ticket triggers

Reordering triggers

You can reorder your list of ticket triggers to designate the order they're fired in. Ticket trigger order is important. Remember that all of your active ticket triggers run each time a ticket is created or updated and actions in one ticket trigger can affect the actions in another. See Understanding when triggers run and fire.

As a best practice the following order is recommended for your ticket triggers:

1. Changes or updates to ticket values. Any triggers that change ticket values, such as status, priority, or any other field value, should be listed first. These triggers can impact ticket assignments and notifications.
2. Ticket assignments. Triggers that assign tickets to groups or individual agents should be listed after triggers that update any other value on the ticket.
3. Notifications. Triggers that send notifications to users or targets should be listed last. This is because you want the system to make any necessary changes before you send out email notifications.

You can use trigger categories to reorder multiple ticket triggers at the same time. See Reordering trigger categories and Organizing ticket triggers within categories.

Updating the order of your ticket triggers is not reflected as a change in the revision history. It is, however, reflected in the trigger's last updated timestamp.

To reorder ticket triggers using drag-and-drop

1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
2. Click the Tickets tab.
3. Click Edit order in the upper right.

   

   You'll see a list of ticket triggers in the default sort order.

4. Select the ticket triggers you want to move.
5. Click and hold the drag-and-drop handle () for the ticket triggers you want to move.
6. Drag the triggers into position and release the handle. Repeat as needed to reorder your ticket triggers list.
7. Click Save.

Note: If you receive a "Trigger order wasn't updated" error message when you reorder your triggers, see Trigger order wasn't updated.One reason you may see this error message is if the trigger references any invalid fields or values.

Sorting the list of triggers

By default, ticket triggers are sorted by position (the order in which they fire). You can change the sort order by clicking the column headings that appear on the triggers page. You can sort based on a number of properties, including:

• Name
• Last updated
• Date created
• Triggered (last 1 hour, last 24 hours, last 7 days, or last 30 days).

Sorting your ticket triggers doesn't affect the order your triggers run and fire in. If you want to select a new order to fire your ticket triggers, follow the steps in Reordering triggers.

To sort your ticket triggers

1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
2. Click the Tickets tab.
3. Click the column heading you want to use to sort your ticket triggers.

   The triggers are reorganized based on that property.

4. Click the column heading again to change from ascending to descending order.
5. Click the column heading a third time to return to the default sort order.
6. To return to the default sort order, click the Undo sort button.
7. You can increase your sorting options by changing some of the column headings that appear in the list. At the top of the ticket triggers list, click the columns icon () and then select and deselect columns as needed.