Question
Can a trigger run retroactively on tickets?
Answer
No, triggers cannot run retroactively on tickets. However a workaround to this would be to manually update these tickets restating the previous comment in that ticket. As long as the trigger is active and the ticket meets the appropriate conditions, the trigger will run and update your customer. For more information on managing triggers, see Creating and managing triggers for ticket updates and notifications.
3 Comments
how does one, "update these tickets restating the previous comment in that ticket" for all currently-open tickets? this article is useless without some sort of instruction on how to apply the workaround recommended.
Thanks for that feedback, Micah. I've passed your comment along to the publishing team - they'll take a look and will let you know if and when they've added that info.
Hi Micah,
I discussed this with my team internally, and the key instruction that the sentence was missing was "manually". Each ticket would have to be manually updated with the previous comment submitted, for those triggers to appropriately register the update to the ticket and then run.
Please let me know if you have any further concerns!
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