Can I be notified when a problem ticket has reached a certain number of incidents?

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14 Comments

  • Bradley Weismann
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    I'd like to be able to receive a notification anytime a ticket is added to a particular problem ticket. I've tried to come up with various triggers to make this happen but have been unsuccessful. Any ideas?

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  • Nicole - Community Manager
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    Hey Bradley, 

    It's a little inelegant, but have you tried doing something like this? 

    Trigger: 
    Ticket > Is > Updated
    Current user > Is > (agent)
    Type > Changed to > Incident (edited)

    This would cause a notification go out whenever a ticket is changed to the Incident type.

    Now, the caveat is that it wouldn't tell you necessarily which problem ticket it's associated to. But you could have your agents enter that as a comment, or maybe make a macro they'd use and fill in the problem ticket number. 

    Would something like that work for you? 

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  • Bradley Weismann
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    Hey Nicole,

    That's pretty close to what I'm looking for but still missing the ability to only run the trigger when an incident is linked to a specific problem ticket. 

    Basically, we have two types of problem tickets in our org... Customer Service problem tickets and Dev problem tickets. Our Dev team wanted to know if they could be notified anytime a ticket was linked to one of their problem tickets without having to add to the agents' workload. 

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  • Tiann Nelson-Luck
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    Hey Bradley,

    Jumping in here quick! Thanks for those details! Have you considered adding a custom field to your ticket form that asks if the incident/problem is a Dev or Customer Service ticket? In your workflow, when an incident is attached to a problem or a problem ticket is created, and you're able to differentiate between the two, you can then use that information in a trigger. 

    For instance, if you created a checkbox for "Is this a Dev ticket?", and in the trigger verified that this box was checked; you could have that trigger specifically notify your Dev team and it would only be for Dev problem tickets and incidents. 

    Let us know if you have any questions about adding custom ticket fields

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  • Bradley Weismann
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    Hi Tiann - I think that gets me really close... I've setup the custom field checkbox in the sandbox, but I don't think I have the ability to basically say "IF a Problem Ticket is checked "DEV Problem", ADD the tag "dev_problem" to all linked incidents" I could then create a trigger that notifies the DEV team anytime an incident contains that tag. I can't rely on the agents to check that box on every incident ticket they touch. The Dev team will wind up with notifications on Customer Service Problem Tickets. Does that make sense?

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  • Tiann Nelson-Luck
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    Hi Bradley,

    That is correct! The field would need to be checked individually for all incident tickets linked to a dev problem ticket when an agent is updating the ticket. Depending on your workflow, whoever is triaging those tickets and connecting them to problem tickets, would have to be aware the tickets they are connecting are to a dev ticket for that checkbox to be checked (which then would add the tag, and allow for a trigger to fire). 

    My apologies that this workflow doesn't quite hit the mark, but triggers do not have the ability to look at specific tickets and take an action based on when an incident is attached to that problem ticket. 

    Is there anything you do to incident tickets linked to a problem ticket that would allow for them to be grouped or separated from other tickets? Like if you changed the subject of incident tickets to say "[Dev] Actual Subject Here", a trigger could like for the subject text of "[Dev]" to identify those tickets that way too. Or have agents add a specific internal comment? 

     

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  • Kevin Gervais
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    Hi,

     

    I'd like to send a notification whenever a single customer has contacted the customer service team more than 3 times in a 24 hour period. 

     

    How can the above be modified?

     

    Thanks,

    Kevin

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  • Dave Tonks
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    I think I'm missing something here.

    I need a trigger that will notify me when the amount of incidents linked to a problem reaches 5 or more.

    As it stands I have set the above trigger up as you have recommended, but the trigger doesn't fire until the problem ticket gets updated..therefore I have to wait until something happens on the problem ticket for me to get the notification, this may not happen until the number of incidents reaches 30! What can I do here so the trigger will fire as soon as someone linked that 5th incident to the problem ticket?

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  • Dan Ross
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    Hi Dave,

     

    Does this work? It should only fire on the 5th linking of an incident but not on every subsequent one. If it works, you could setup checkpoint triggers to fire on other milestones, like 10x or 20x incidents.

    Criteria (ALL)

    Number of Incidents is 5

     

    Criteria (ANY)

    Ticket is created

    Ticket is updated

     

    Action:

    Email/Slack/Carrier pigeon notification 

     

     

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  • Dave Tonks
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    Hi Dan, Thanks for responding. This still doesn't work unfortunately, the issue is less about the number of incidents, more when the trigger fires.

    To break it down what I'm experiencing (I have the trigger set up exactly how you have recommended)

    1. Problem ticket gets created <Trigger doesn't fire>
    2. Incident 1 gets created and linked to problem. <Trigger doesn't fire>
    3. Incident 2 gets created and linked to problem <Trigger doesn't fire>
    4. Incident 3 gets created and linked to problem <Trigger doesn't fire>
    5. Incident 4 gets created and linked to problem <Trigger doesn't fire>
    6. Incident 5 gets created and linked to problem <Trigger doesn't fire>
    7. Problem ticket gets updated <Trigger fires>

    I would expect/want the trigger to fire on point 6, not point 7. At it stands I need to wait until the problem ticket is updated before the trigger fires. The number of incidents could have reached 30 by this point! Do you have any thoughts?

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  • Andrew J
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    A trigger only works on the ticket being updated. Is this option available in an automation? That would be the ideal solution

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  • Brett - Community Manager
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    Hey Dave,

    The Number of incidents condition is not available within automations. However, if you were to set up a trigger that applies a tag after the 5th or 6th incident was attached the the problem ticket you could then create an automation to fire on any tickets that contain that tag.

    I realize this may not be the solution you're looking for but I do hope it helps!

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  • Dave Tonks
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    HI Brett, Thankyou for letting me know. If I understand correctly, I would set the trigger up like the attached, however, wouldn't that have the same issue? That the problem ticket would still need to be updated separately to know that it has 5 incidents applied to it/there is a tag elsewhere?

    Thankyou for your support, my apologies if I'm missing something here..

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  • Brett - Community Manager
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    Hey Dave,

    Yes you are correct and you'd need to update the problem ticket manually unfortunately. However, you could use the automation to send an email reminder to your admins notifying them to check on the PT and update even if they're adding an internal note to the ticket.

    I may have misunderstood your initial request so apologies for the confusion there :-/

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