I have a few triggers in place that add tags, but for some reason, it's setting them and certain tags are being removed and overwritten.
- The triggers firing on tickets only add tags, they do not set. Per our documentation on creating and managing triggers: The action to Add tags is to allow you to add to the existing list of tags (if any). The action to Set tags is to replace all the current tags on a given ticket with whichever tags you list.
- There are no other apps or triggers in place that would actively be removing the tags.
- Your account utilizes custom ticket fields (drop-down or checkbox).
The drop-down list and checkbox custom fields generate tags that can also be used in automations, macros, triggers, reports, and views (see Understanding custom ticket fields, tags, and business rules).
If the tags being added by your triggers correspond with any of your custom ticket field options, it is likely that our system is seeing these tags being added in reference to the ticket field. This can happen on tickets even if the ticket form in use does not have the particular custom ticket field on it.
Similarly, if any of your organization or user tags match up with your ticket field tags, you may see this issue occur.
The easiest way to resolve this is to just adjust the tags being added by your triggers, organizations, or users so they don't match up with any of your custom fields. This will also prevent any possible reporting inconsistencies that would otherwise be created by having the same tags in use for different issues.