There are two options available for organizing your triggers: reordering and sorting. Reordering will alter the order your triggers are fired. Sorting will not change the order your triggers are fired, only how you view your list of triggers.
This article contains the following sections:
Reordering triggers
You can reorder your list of triggers to designate the order they're fired in. Trigger order is important. Remember that all of your active triggers run each time a ticket is created or updated and actions in one trigger can affect the actions in another. See Understanding when triggers run and fire.
- Changes or updates to ticket values. Any triggers that change ticket values, such as status, priority, or any other field value, should be listed first. These triggers can impact ticket assignments and notifications.
- Ticket assignments. Triggers that assign tickets to groups or individual agents should be listed after triggers that update any other value on the ticket.
- Notifications. Triggers that send notifications to users or targets should be listed last. This is because you want the system to make any necessary changes before you send out email notifications.
You can use trigger categories to reorder multiple triggers at the same time. See Reordering trigger categories and Organizing triggers within categories.
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.
To reorder triggers using drag-and-drop
- In Admin Center, click
Objects and rules in the sidebar, then select Business rules > Triggers.
- On the Triggers page, click Edit order in the upper right.
You'll see a list of triggers in the default sort order.
- Select the triggers you want to move.
- Click and hold the drag-and-drop handle (
) for the triggers you want to move.
- Drag the triggers into position and release the handle. Repeat as needed to reorder your triggers list.
- Click Save.
Sorting the list of triggers
By default, triggers are sorted by position (the order in which they fire). You can change the sort order by clicking the column headings that appear on the triggers page. You can sort based on a number of properties, including:
- Name
- Last updated
- Date created
- Triggered (last 1 hour, last 24 hours, last 7 days, or last 30 days).
Sorting your triggers will not affect the order your triggers are fired. If you want to select a new order to fire your triggers, follow the steps in Reordering triggers.
- In Admin Center, click
Objects and rules in the sidebar, then select Business rules > Triggers.
- Click the column heading you want to use to sort your triggers.
The triggers are reorganized based on that property.
- Click the column heading again to change from ascending to descending order.
- Click the column heading a third time to return to the default sort order.
- To return to the default sort order, click the Undo sort button.
- You can increase your sorting options by changing some of the column headings that appear in the list. See Showing and hiding columns in the triggers list.
Showing and hiding columns in the triggers list
You can update the triggers page to change the columns that appear in the triggers list. You can't change the default column (Name), but you can change other columns.
To show or hide columns
- In Admin Center, click
Objects and rules in the sidebar, then select Business rules > Triggers.
- On the Triggers page, click the show/hide columns icon (
) to the right of the column headings.
A Show columns menu appears.
- Select the columns you want to include. Choices are: Description, Date created, Date Updated, and Triggered (last 1 hour, last 24 hours, last 7 days, last 30 days). The columns with a checkmark will appear on the Triggers page. You can also select Collapse all categories which will close any expanded categories in the list.
12 Comments
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?
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!
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.
How does the new folder-based trigger organizing feature work with the triggering order logic?
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
Hi,
1. How do we delete categories - it only allows Rename or Edit order
2. It won't let me move the Slack Ticket Trigger from Initial Category - as the Category option is not there for that single trigger. Any tips?
Jack Yumulu,
To delete categories, it should not have any active triggers inside. Once you go to the inactive triggers list, the option to delete categories will be available. Please take note that it will also delete all the inactive triggers inside that category.
For the slack trigger to be moved, you can use the Edit Order option on the top right. Once you have clicked it, it will give you the option to drag and drop it to the category you prefer.
Perfect! Thanks Dane
I have 9 categories - any chance to be able to remove the Initial category?
Jack Yumulu,
You just need to deactivate or put the active triggers on another category. It should then allow you to delete it once you go to Inactive Triggers section.
silly me.. the good'ol Inactive Triggers section.. thanks
over and out
Hi all,
Is it possible to add show/hide columns icon to Views for agents?
Thanks in advance.
Prab
Hey Prab Singh! You can configure which columns are shown in a View's configuration. For more information on the configuration check out this article: Adding views. If an agent wants a customized view with different columns, they can always clone the view: Cloning a view.
Please sign in to leave a comment.