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Conditions reference

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Zendesk Team

Posted Mar 26, 2021

This is a continuing discussion about the article Conditions reference in the developer documentation.

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    Vigo W

    Hello, what is the best way to express the conditions for when a ticket is created/updated or deleted? 

    I've noticed there is a field "update_type" which has values: "Create" or "Change", so I think the following means when a ticket is updated or created? 

    {
      "any": [
        {"field": "update_type", "value": "Create"},
        {"field": "update_type", "value": "Change"}
      ]
    }

     

    Somewhere else I've also read there is a "status" field, as well as "Ticket Is", but not sure how those translate to conditions. Additionally, I'm not sure how "ticket is deleted" is expressed as a condition, or if it's supported at all.

    Appreciate any insight, thank you!

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    Sushant Patade

    Agree with comment Vigo, not getting any input as how webhook will be triggered for Delete operation

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    Chris H

    Hello Vigo,

    Unfortunately delete is not an event that can be used in a trigger or automation. The status field is covered in the Additional conditions for triggers, automations, and views section stating
    status "is", "new", "open", "pending", "hold", "solved", or "closed"
    "is_not",
    "less_than",
    "greater_than"
    The ticket is portion is used in the UI for the created and updated conditions which is covered by the portion you copied in that code block.

    Best,

    Chris H
    Technical Support Architect

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