Reordering and sorting triggers

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5 Comments

  • Jeremy Carlton

    I have tried reordering triggers to the new categories I created and after saving the order, there are two triggers that keep reverting back to the initial category at the bottom, now they're out of order with the rest of the triggers. Is this normal behavior?

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  • Juraj Jarmek

    Hello Jeremy,

    If after dragging the trigger to a new category, the trigger moves back to its initial category, check the trigger conditions and look for any error message.

    In triggers that contain any condition about ticket, user, or organization fields, if those fields were removed, the trigger displays the error message: No longer available.

    The error message No longer available indicates that the field was deactivated and can no longer be used. To solve this issue either remove the condition that displays the error message or reactivate the field.

    Once the issue with the field is fixed, you will manage to move and organize your triggers within the different categories.

    We have already made an article for this:

    Why am I unable to move a trigger into a category?

    Hope that helps!

     

     
     
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  • Rich L

    Thank you @... for your response, I was having trouble categorizing my triggers because of deactivated fields.

    I didn't initially give your reply much thought because my experience was not that my triggers would move back to their initial category but rather I was receiving the following error message: "Trigger order wasn't updated Give it a moment and try again"

    A better error message would have saved me some time here. 

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  • Samantha Bellach

    How does the new folder-based trigger organizing feature work with the triggering order logic? 

    • All I am seeing is that you have to adjust the orders of the folders themselves, which doesn't seem to make sense user experience wise.  
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  • Dave Dyson
    Zendesk Community Manager

    Hi Samantha,

    The order you set for trigger categories must match the order in which you want triggers to run – see the last paragraph under "About trigger categories in Creating categories to organize triggers

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