Triggers: The importance of the 'Ticket is' condition Follow



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    Russell Duncan

    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

    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


    Yes, that is very helpful. Thank you!

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