trigger on first action on a ticket

9 Comments

  • OT
    Comment actions Permalink

    Hi Adam

    You could use a trigger to add a tag to all your tickets when they are first created, like "noactionyet".  Then you could set up another trigger for:

    • Ticket is updated
    • Tag is present (whatever your tag is)

    and one of:

    • status is changed
    • internal note is added
    • agent is assigned

    This trigger would then send your email, but also remove the tag.  Removing the tag ensures that the email only goes out the first time the ticket is worked on.

    Hope that helps.

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  • Seth Wylie
    Comment actions Permalink

    You may have luck using "Status is changed from 'New'". You would just want your team to always use "Submit as Open" instead of "Submit as New" when they start working on a ticket.

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  • Jessie Schutz
    Comment actions Permalink

    Ola and Seth both beat me to the punch on this one. :) Either of those options should get you where you need to go!

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  • adam
    Comment actions Permalink

    Thanks guys - great ideas. Going with idea #1...

     

    And I added to the existing "notify group of assignment" and "notify all agents of received ticket":

     

    However... upon a customer creating a ticket via email, they immediately get the "we've received your ticket" and also the "we've just modified your ticket in some way for the first time" email.

    I can't work out why it thinks something has changed on the ticket (other than it's just been created) that would cause my new trigger to... trigger.

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  • adam
    Comment actions Permalink

    I still can't see why two emails are sent.

    The default trigger:

    Notify requester of received request

     

    emails the customer when a new ticket is created and it's not "solved".

    My trigger should only send an email when the ticket is updated for the first time in some way... so does creating a new ticket constitute the ticket being updated?

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  • Jessie Schutz
    Comment actions Permalink

    Hey Adam!

    Ticket creation and Ticket update are two completely separate occurrences. Ticket creation does not constitute an update, so that's not what's causing the second email to be sent.

    If you click on the Show all events button at the top of the conversation thread in your ticket, you'll be able to see which triggers fired to send out those emails.

    That should give you some insight into what's happening. Feel free to post a screenshot of what you see there if you have trouble interpreting what's going on. 

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  • David Stevenson
    Comment actions Permalink

    I have a similar, but different request.  I'm looking for a solution to organizations who are out of contract.  About 70% of our support is via telephone, so I'm looking for any solution to notify my agents that the ticket they are in the process of creating is for an organization who is out of contract.  I can't find any way to fire off any sort of tagging / notification process prior to the first submission of the ticket as open / new / pending / solved.

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  • adam
    Comment actions Permalink

    Jessie, I finally found time to look more into this. Thanks for the "show all events" tip.

    There's nothing in the list above that looks unusual to me.

    However, I have changed the "send initial email to requester" action to IGNORE tickets with a status of "New" and that solved the problem.

    So I would say a newly created ticket is also considered a status change (or the initial assignment to the group is considered an assignment change) and that's triggering the "send initial email to requester"

    David... no idea!

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  • Jessie Schutz
    Comment actions Permalink

    Hey Adam!

    What it looks like to me is that you have two triggers basically doing the same thing: the system trigger Notify requester of received request and Send initial email to requester

    I can't say for certain without seeing the conditions for each trigger, but my guess is they were both set up to fire when a new ticket is created, which is why your requesters were getting two emails.

    Depending on your workflow and what the purpose of the Send initial email to requester trigger is, you could also just disable the Notify requester of received request trigger.

    Let me know if you have any more questions!

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