Triggers: The importance of the 'Ticket is' condition

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11 Comments

  • Russell Duncan
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    Is there any way to have a trigger set the ticket priority if the ticket name contains certain words? For example, if a user creates a ticket with the word "urgent" in the name, then the ticket would be created with Urgent set as the priority. I know this can be one with tags, but we're looking for the same functionality with the name field. Thanks.

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  • Jessie Schutz
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    Hi Russel!

    You can accomplish this using the Ticket: Comment text condition in your trigger:

     

    This condition will check for the key words you specify in both the subject and description of the ticket - there's no way to specify just one or the other.

    The only thing to remember here is that this will cause the trigger to fire on all tickets that contain that key word, so you might end up with some tickets marked as urgent, even though they shouldn't be.

    Hope that helps!

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  • Russell Duncan
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    Jessie,

    Yes, that is very helpful. Thank you!

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  • Edoardo Valvo
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    Hi There,

     

    If I understood correctly the Comment text condition checks both the subject and the description of a ticket. 

    But there is also the subject text condition. Does this also check the description of a ticket?

     

    If this is the case I miss the logic behind having a comment text condition that checks also the subject of a ticket.

    Hope you can clarify!

     

    Thank you.

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  • James Sanford
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    Hey Edoardo!

    The Comment Text condition can check both the subject and description of a ticket.  It will only do so when being used with Ticket Is Created.  If you use Ticket Is Updated, then the Comment Text condition will only apply to the body.  

    Subject Text will only ever check the Subject and will not check the Description of a ticket.  The Subject Text condition can be used with Ticket Is Updated whereas Comment Text would not check the Subject in this situation.

    For a breakdown of each condition in Triggers I recommend Creating and managing triggers for ticket updates and notifications.

    For a breakdown of each condition in Automations I recommend Streamlining workflow with time-based events and automations.

    You may also reference When creating a view or automation, does the condition Ticket: description... only apply to the first comment in the ticket?

     

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  • Claire Smith
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    'Comment is present' is ambiguous - does that mean a new comment is present or just there has ever been a comment present?

     

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  • Jessie Schutz
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    Hi Claire!

    It means that a new comment is present on the ticket update that is causing the trigger to fire.

    To put it another way, let's say you've created a trigger with Comment is present as a condition. If you submit a ticket update with a new comment, the trigger will fire. If you submit an update with no new comment (just other attributes updated), the trigger will not fire.

    Let us know if you need more help!

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  • Khadeeja Ibrahim
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    I want to make a trigger that adds a tag to an incident ticket that's updated without a comment i.e. comment is NOT present because it's solved through a problem ticket. How can I go about making that without the 'comment is not present' condition? 

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  • Brett - Community Manager
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    Hi Khadeeja,

    I'm afraid there's no condition available for comment > is not > present at this time. The closest you would be able to get is the following trigger: 

    However, this trigger would fire each time you updated the incident ticket status to solved regardless of whether or not the comment was added.

    Are you attempting to add this tag for tracking purposes or what exactly is the intent of this tag?

    Let me know!

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  • Khadeeja Ibrahim
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    This is what I have so far. What I want to do is add a tag to incident tickets that went from "on-hold" to "solved" without any public comment. 

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  • Brett - Community Manager
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    Hey Khadeeja,

    I think the trigger you have set up is definitely the closest workaround you'll get to this. Since there's no condition for comment>Is not>Present you won't be able to do much else, unfortunately. 

    Let us know if you have any other questions!

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