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

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7 Comments

  • Tracy Scobba
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    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?

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  • Nicole - Community Manager
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    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? 

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  • Tracy Scobba
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    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...

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  • Brett - Community Manager
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    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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  • Taylor Harrison
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    When a user just adds a comment, does that fire the "Ticket is Updated" trigger?

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  • Devan La Spisa
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    Hello Taylor,

    Yes in the sense that this is a potential trigger condition.

    Best regards!

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  • Ben Gulliford
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    Hi,

    I currently have the same conditions setup for some triggers responsible to fire an autoresponder. We would like our autoresponder to reply to all inbound customer messages.  It works fine in a normal case, however I noticed when a ticket has been marked as SOLVED, and when the customer replies back with another question it is re-Opened, but the trigger doesn't pick up on this update and the customer doesn't receive an autoresponse.

    Is there something I am missing?  Here is what conditions I have set up:

    ALL conditions:

    Status > Less Than > Solved

    Current User > Is > (end-user)

    ANY conditions:

    Ticket > Is > Created

    Ticket > Is > Updated

    Could the "Status > Less Than > Solved" condition be the conflict?

    Thanks in advance!

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