Managing triggers

This article discusses the following topics related to managing your triggers:

• Editing and cloning triggers
• Deactivating triggers
• Deleting triggers
• Activating triggers
• Viewing the trigger revision history

For information on creating new triggers, see Creating triggers for ticket updates and notifications.

Editing and cloning triggers

You can edit and clone triggers. Cloning a trigger creates a copy that you can modify and use for some other purpose. If your trigger notifies users, the notification body text will reset if you change the notification destination.

To edit a trigger

1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
2. On the Triggers page, locate the trigger you want to edit.
3. Hover your mouse over the trigger to display the options menu icon (), then click Edit. Alternatively, click the title of the trigger you want to edit.
4. Modify the title, description, conditions, and actions as needed.
5. When you are finished, click Save.

To clone a trigger

1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
2. On the Triggers page, locate the trigger you want to clone.
3. Hover your mouse over the trigger to display the options menu icon ().
4. Click the options menu icon and select Clone.
5. Modify the title, conditions, and actions as needed.
6. Click Create trigger.

Deactivating triggers

If you decide that you no longer need a trigger, you can either delete it or deactivate it. Deleting a trigger means that it's gone and can't be retrieved. If you may want to use a trigger again in the future but don't currently need it, you can deactivate it. Deactivated triggers are found by selecting Inactive from the Status drop-down at the top of the trigger list, and can be reactivated if needed. If you reactivate a trigger, it won't retroactively run on past tickets.

You can use trigger categories to delete multiple triggers at the same time. See Deleting trigger categories.

To deactivate a trigger

1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
2. On the Triggers page, locate the trigger you want to deactivate.
3. Hover your mouse over the trigger to display the options menu icon () and select Deactivate. The trigger’s status is changed to Inactive.

To deactivate multiple triggers at once

1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
2. On the Triggers page, check the box next to each trigger you want to deactivate and then click Deactivate at the bottom of the page.
3. In the confirmation dialog, click Deactivate.

Deleting triggers

If you decide that you no longer need a trigger, you can either delete it or deactivate it. Deleting a trigger means that it's gone and can't be retrieved.

If you decide to permanently delete a trigger, you must first deactivate it.

To delete a trigger

1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
2. Select Inactive from the Status drop-down at the top of the trigger list.
3. Click the expander (>) next to a category to show or hide triggers in a category.
4. Hover your mouse over the trigger you want to delete, click the options menu icon (), and select Delete.
5. In the confirmation dialog, click Delete trigger.

Note: If you accidentally delete your default triggers, you can quickly rebuild them. For more information, see Resetting default triggers.

To delete multiple triggers at once

1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.

2. Select Inactive from the Status drop-down at the top of the trigger list.

3. Check the box next to each trigger you want to deactivate and then click Delete at the bottom of the page.
4. Click Delete in the confirmation dialog.

Activating triggers

When you create a new trigger, the trigger is activated automatically, but there are some cases when you may need to deactivate, then reactivate a trigger.

To activate a trigger

1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
2. Select Inactive from the Status drop-down at the top of the trigger list.
3. Click the expander (>) next to a category to show or hide triggers in a category.
4. Hover your mouse over the trigger you want to activate to display the options menu icon () , then select Activate.

To activate multiple triggers at once

1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
2. Select Inactive from the Status drop-down at the top of the trigger list.
3. Check the box next to each trigger you want to activate and then click Activate at the bottom of the page.

Viewing the trigger revision history

If you're on an Enterprise plan, changes you make to a trigger can be viewed in the trigger revision history.

The revision history displays:

• The currently-viewed version's configuration
• Who made the changes
• When the change was made
• The changes made to the trigger in the displayed revision (optional)

Note: Updating the order of your triggers is not reflected as a change in the revision history. It is, however, reflected in the last updated timestamp.

The history is available to anyone with permission to manage business rules.

To view the trigger revision history

1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
2. Click the trigger you want to view, then click Revision history, located below the trigger title.

   

   This opens the trigger history page.

3. On the trigger history page, you’ll see all the available versions in a sidebar. Click the version you want to view.

   

4. From here, you can:
   • Toggle to show or hide the changes made to the selected version
   • View the read-only configuration of the selected version
   • Click another version to view
   • Return to the edit page

For more information, see the viewing a trigger's revision history video.