When using a custom date field as a trigger condition, what does "is within the previous" and "is within the next" do?

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8 Comments

  • Sergio Anarte
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    Hi James,

    How can we reproduce the next escenario within a trigger condition?

    Scenario: Trigger should be executed when a custom field contains the current date (i.e. today)

    - Custom Date field is within the next 0 days.

    We can't make it work, is there any workaround?

    Thank you.

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  • Andrew J
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    Just to confirm, this is a trigger.. so you are updating the ticket yourself and want the trigger to fire when you submit it? As opposed to an automation that runs when the conditions are met. Is that correct?

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  • Kris Mendoza
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    Hello!

    I'd like to know how to do the scenario that Sergio posted.  We are creating an "alert" for any customers who are within a certain contract renewal date and it's not working when we generate new tickets.

    We're using triggers as this only needs to fire when the ticket is submitted.

     

    Thanks,
    Kris

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  • Brett - Community Manager
    Comment actions Permalink

    Hey Kris,

    Any chance you could provide a screenshot of the trigger you have set up so we can take a look? You'll also want to keep in mind that these conditions work in multiples of 24 hours. So if you'd like the Trigger to fire within 48 hours of their contract renewal date, you'll need to use the within the next > 2 condition.

    Keep me posted!

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  • Kris Mendoza
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    Hey Brett,

    I actually figured it out - I selected the wrong parameter in one of the conditions.  Thanks for the prompt reply though!

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  • Brett - Community Manager
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    Glad to hear it Kris :)

    Let us know if you have any other questions!

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  • Divya Arumugam
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    Hey Brett,

    I would like to know how to set up a trigger for the scenario that Sergio has mentioned. I want to set up a trigger where a ticket status changes from 'on-hold' to 'open' when Custom Date field is 'today'

    Will the trigger work if I set the value '0' as shown below? Thanks in advance!

    1
  • Brett - Community Manager
    Comment actions Permalink

    Hi Divya,

    If you're want to re-open the ticket automatically, you'll want to use an automation instead of a trigger. Example screenshot for you below:

    I wouldl also recommend using Is within the next > 1 days instead of 0 as I'm not sure if the automation will fire then.

    Let me know if you have additional questions for me!

    0

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