Admins and agents with permission to manage business rules can search for triggers and filter them based on a number of factors. You can define a simple filter based on a single criteria such as name, description, condition, or action, or you can create advanced filters based on multiple filters. For more information on triggers, see Triggers resources.
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Searching for triggers by name
If you know the name, or partial name, of the trigger you want to view, you can enter it into the search at the top of the page.
To search for triggers by name
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In Admin Center, click
Objects and rules in the sidebar, then select Business rules > Triggers. The Triggers list appears. -
Active triggers are listed by default. If you’re searching for an inactive trigger, select Inactive from the Status drop-down at the top of the Trigger list.
- Select Name from the Filters drop-down list at the top of the Triggers list.
- Enter the name of the trigger in the search field.
You can also enter the first few characters of a word in the name to get a match.
All triggers with a name that contains the search term appear in the list, along with the number of search results.
You can also enter multiple search terms (separated by a space) to find names that contain all of the terms. For example, searching for req cc finds all names that include both the words requester and CCs.
Searching for triggers by description
In some cases, it may be helpful to search by a trigger description. For example, you might search for descriptions that include the word escalate to find triggers that may change ticket priority.
To search for triggers by description
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In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
The Triggers list appears.
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Active triggers are listed by default. If you’re searching for an inactive trigger, select Inactive from the Status drop-down at the top of the Trigger list.
- Select Description from the Filters drop-down list at the top of the Triggers list.
- Enter a trigger description in the search field.
You can also enter the first few characters of a word in the description to get a match.
All triggers with a description that contains the search term appear in the list, along with the number of search results.
You can also enter multiple search terms (separated by a space) to find descriptions that contain all of the terms. For example, searching for requester email or req email finds all descriptions that include both the words requester and email.
Searching for triggers by condition
You can search within trigger definitions to find specific trigger conditions. For example, you could search for all triggers that run when the ticket status is solved.
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In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
The Triggers list appears.
- Active triggers are listed by default. If you’re searching for an inactive trigger, select Inactive from the Status drop-down at the top of the Trigger list.
- Select Condition from the Filters drop-down list at the top of the Triggers list.
- Select a condition from the Field drop-down list.
See Building trigger condition statements for a list of the available trigger conditions. To quickly find a condition, you can start typing the condition name in the field.
- Select a field Operator from the drop-down list.
A field operator determines the relationship between your condition and its value. For example, if you select the field operator Is, your condition will need to be equal to the value. Different conditions will contain different field operators.
- Select a Value from the drop-down list.
Each condition contains a unique set of values. See Building trigger condition statements.
The triggers list updates to show triggers with the condition you specified, along with the number of search results.
Searching for triggers by action
You can search within trigger definitions to find specific trigger actions. For example, you could search for all triggers that send email to customers.
To search for triggers by action
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In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
The Triggers list appears.
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Active triggers are listed by default. If you’re searching for an inactive trigger, select Inactive from the Status drop-down at the top of the Trigger list.
- Select Action from the Filters drop-down list at the top of the Triggers list.
- Select an action from the Field drop-down list.
See Building trigger action statements for a list of the available trigger actions. To quickly find an action, you can start typing the action name in the field.
- Select a Value from the drop-down list.
You can select a specific value or select (any) value to show any trigger with the action you specified.
The triggers list updated to show triggers with the action you specified, along with the number of search results.
Search based on multiple filters
You can also search for triggers based on multiple names, descriptions, conditions, or actions. You can define up to two filters for a search.
To search based on multiple filters
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In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
The Triggers list appears.
- Active triggers are listed by default. If you’re searching for an inactive trigger, select Inactive from the Status drop-down at the top of the Triggers list.
- Define your first search filter based on any criteria: Name, Description, Condition, or Action.
- Click Add another filter.
- Define a second search filter to further refine your search.
The triggers list is updated based on a combination of both search filters you specified, along with the number of search results.
Viewing category tags in search results
Search results include a category tag to show which category includes the trigger.
8 Comments
This is a really useful feature! While we do have a useful "(any)" option, however, an "(absent)" option would also come in very handy.
Use case: I'm currently doing a routine trigger clean-up regarding schedules, and it would be useful to have a search condition that would show me all triggers where there isn't a schedule being applied (this might sound pointless, but when you have hundreds of triggers to review, it becomes a bit more challenging).
This would also be valid for other similar search conditions (status, brand, ticket form, etc.).
Also desperately in need of of @...'s suggested tweak: "retain the specified search terms when returning from an edit"
How come I don't have this feature in my Admin Settings? I only have an Overview, Apps, Manage, and Channels features in my Settings. How can I pull these features out?
Hi @...
Are you sure you have the Admin role?
Your list looks like an agent's selection.
Thanks. Yes, it seems I still have Agent role only. Now I have Admin access and can see this. :)
Hello!
Each trigger has the ability to show how many tickets were affected by the conditions and actions. Is there a way I can view/search which tickets had that trigger action apply? For example in the attachment, can I view the 5933 tickets in a list somewhere?
At the moment there isn't a report/view available that will specifically show which tickets a trigger has fired upon.
The workaround would be to add a condition in your trigger that will add a unique tag to the ticket.
This way you can use the tag as part of the View condition or report in Explore that will display the tickets that has the tag.
Hope this helps!
We have added more items into our Guide area and will be asking our clients to actually sign in. This will require them to have a PW if they are currently signed in and if someone is new setting up their account.
Is there a way I can set up a trigger when someone adds themselves to our database for access?
Example: Dan Smith has never signed in to the Guide area and sets up his profile, I would like to get notification of him registering.
Thanks in advance.
@daniel slapo
There are no triggers in Guide, only in Support.
There is no way to do what you want.
The clever alternative would be a message to your dear users elaborating your change in procedures, and pointing out that they can set their password using the sign-in screen‘s forgot password link. Include screenshots, by all means.
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