I want to update tickets using a trigger or automation. The ticket attributes I want to update are not accessible using triggers or automations. I can make the update successfully using your API. Can I have the trigger or automation notify a target that updates the ticket via your API?
No, this workflow is not recommended or supported as errors are likely to occur when the ticket is being updated by triggers and the API simultaneously. When this happens, it is called a race condition. Triggers are used to explain this issue below, but the same principles apply to automations.
Every time a ticket is created or updated, all of your triggers run in a cycle against that ticket. A trigger will fire and update the ticket if it's conditions are met during the cycle. A cycle is the entire process of a ticket being checked against all your triggers.
When a trigger updates a ticket using our API, the update occurs at some indeterminate point in the cycle. Results can vary based on when the ticket update occurs in the cycle. The ticket update can affect whether other triggers fire.