I’m testing a notification trigger but emails aren’t being sent out.
The first step in troubleshooting this issue is checking the conditions of the trigger that you are trying to test. You will want to ensure that the conditions of the trigger meet the conditions of the test ticket.
To start, if you have ticket property-specific conditions such as Ticket: Status and Ticket: Tags, double check in the events of your test ticket that the necessary status and tags are set for it to fire your trigger (see, Viewing all events of a ticket for more on this).
The next set of conditions you will want to check will be user-related conditions, such as Ticket: Requester and Ticket: Assignee. Often times, when testing triggers, it is these conditions that will prevent a trigger from firing as desired.
Often times agents will create a ticket, using their agent email address, to test triggers. This is not recommended as the condition Ticket: Requester, or Other: Current user will often times be set up in such a manner that it will prevent a Trigger from firing as desired. Below are some examples of how this condition can be configured and why they may not fire.
- Ticket: Requester > Is not > (current user).
In this scenario if you create a ticket and submit a change as the requester, trigger will not fire. The system logic is designed to prevent notifications from being sent to a requester to your requesters, notifying them of their own comment updates.
- Ticket: Requester > Is not > (assignee)
Using the condition Ticket: Requester > Is not > (assignee) on a trigger will prevent a trigger from firing on tickets where the requester and assignee are the same user. When submitting a ticket using an email that is associated with your user profile, you will want to ensure the assignee on that ticket is a different agent on your account or the trigger will not fire. If you create a trigger using this condition, it is recommend that you use a email that is not associated with an agent profile when creating test tickets to see if the trigger fires properly.
- Other: Current user > Is not > (agent)
The logic of this condition is similar to that of Ticket: Requester > Is not > (assignee), however with this condition a trigger will not fire any time any agent in your account requests or updates a ticket. This means that if any agent submits or updates a ticket and this condition is used on any trigger responsible for sending out notifications, the triggers will not fire.
For more information on troubleshooting triggers, see Troubleshooting triggers and automations.