Why do tags disappear when an agent updates the ticket?

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7 Comments

  • Tiffany Shu
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    Hi Dan! I just checked, Automatic Ticket Tagging is disabled and there are also no tag related triggers. Could this be a bug?

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  • Dr. J
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    Great tip, thanks Jake!

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  • Dan Kondzela
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    Hi Tiffany!

    What a pickle! Do you have ticket field values with the tags present on the ticket? If a ticket field value has the associated tag then it will appear on the ticket by association. Also, can you let me know if you have Automatic Ticket Tagging enabled under Admin>Settings>Tickets in the tag section?

    Thanks, I hope this at least gets us on track to find a solution for you. I will be keeping an eye on this thread for updates!

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  • Dan Kondzela
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    Hi Tiffany, thanks for the update!

    I am always very hesitant to throw 'bug' around, but it is at the very least unexpected. In my experience there is usually a cause for behavior like what we are seeing today, it just will require a bit more detailed of an investigation than can be accomplished via a community post.

    To this end I am starting up a ticket on your behalf. You'll hear from me via email shortly!

    Thanks!

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  • Tiffany Shu
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    Hi Jessie!

    No, one tag is added and another one is removed via the same one macro. But after solving and reopening, both tags are still on there. And I've checked, there are not triggers running that even involve tags. What could this be? :(

    As you can see with the screenshot above, the macro removes the correct tag and adds a new one, but that first tag miraculously shows up again. Once again, there are no triggers running to re-add this tag, and it also happens with other macros that have the same actions. Could it be a bug?

    Thanks!

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  • Tiffany Shu
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    Hi everyone! I’m also having a minor issue with tags and I wonder if anyone can help me.. they haven't been disappearing when they should. Haha

    We’ve been using tags categorize our tickets and some macros even have actions like remove tag and add tag depending on what part of the treatment flow the conversation is at. While drafting a response and selecting the macro, everything works perfectly: a specific tag is removed and a new one added. Then solve and end scene. Thing is, when I click to read the solved ticket, I noticed both tags were still on the ticket. Anyone have any idea why this happens? And how I can fix this??

    Thanks!

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  • Jessie Schutz
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    Hi Tiffany!

    The mostly likely culprit is that there's a trigger running that re-adds the tag once the ticket is updated. Is the particular tag in question added via trigger?

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