"Ticket is Created" vs. "Ticket is Updated"

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  • Tracy Scobba

    Is there any way to use the same trigger to look for the scenario where the ticket is updated OR created AND the group is x OR y OR z? Or do I need to write separate triggers for each?

  • Nicole - Community Manager

    Hi Tracy - 

    What kind of ticket update do you want the trigger to fire on? Just when the status is updated, just when a new comment is added, or every time any change is made to the ticket? 

  • Tracy Scobba

    Hi Nicole, I'm looking for the trigger to fire when a check box is checked - whether it is checked at creation or when the ticket is updated. 

    I added ticket is created and ticket is updated to the "any" conditions. But I'd like to also say that the check box has to be in a ticket assigned to one of four different groups. 

    I don't see a way to an AND and an OR where the ANDs are nested within the OR.

    Will the trigger run if I don't include either condition for ticket is updated or ticket is created...

  • Brett - Community Manager

    Hey Tracy,

    If you just exclude the Ticket > is > Created/Updated condition then it should fire appropriately. You'll just include your checkbox condition under Meet all of the following conditions. Then include your groups conditions under Meets any of the following conditions.

    If you only want this trigger to fire once after the checkbox is selected I would recommend having the trigger add a tag after it's fired to prevent it from sending out a notification for every single update. 

    If you do want the trigger to fire for every single update after the checkbox has been selected then the tag will not be necessary.

    Let me know if you have additional questions for me!


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