Why do I receive the message "Trigger order wasn't updated"?

Question

I am currently working on organizing ticket triggers within categories. After I drag the trigger to the new category, I click the Save button, and then I receive a message that says: Trigger order wasn't updated. Give it a moment and try again.

Why am I unable to move a trigger into a category?

Answer

This error message occurs when an update attempt fails which can happen when:

• The ticket trigger was created by an app or integration, and as a result, it can't be modified.
• The ticket trigger has invalid conditions due to dependencies to one or more conditions or actions being removed. For example, the trigger relied on a ticket field that was deactivated or a target that was deleted.

To understand if the error message is caused by a deactivated field or deleted target, check the trigger conditions and look for any error message.

In triggers that contain any condition about ticket, user, or organization fields, if those fields were removed, the trigger displays the error message: Trigger couldn't be saved. Fix errors under conditions to continue

Also, the affected condition displays the error message: Select a category

The error message Select a category indicates that the field was deactivated and can no longer be used. To solve this issue, either remove the condition that displays the error message or reactivate the field. For further instructions, see the article: Editing and managing your ticket fields.

Once the issue with the field is fixed, you will be able to move and organize your triggers within the different categories.

If you struggle to identify the source of the issue, generate a HAR file and contact Zendesk Customer Support with that file.