If the requester is an agent, how can my trigger not fire?

3 Comments

  • Andrew J
    Community Moderator

    Have you tried current user is end user, or, is not agent. If these are an option...

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  • Dominic CX

    Thank you for the reply Andrew.

    I feel I have to add further clarification: we have many cases where agents need to create tickets on behalf of the end-users, existing ones and new. When they do, we want to make sure that the end-users have the proper Organization set against them.

    The problem occurs when agents create tickets and put other agents as requesters. That means, their Orgs are being screwed up.

    Some thoughts on your suggestions:

    1. Hmm, if I put "current user is end-user" the trigger wouldn't fire as the person creating the trigger would be the agent.
    2. If "current user is not end-user", it means it is an agent, which is good, that's when I want the trigger to fire.  However, if an agent is still the requester, then their Organization is still modified.

    I'm attaching the conditions where I've at least limited the impact to not fire if the agent creating the ticket is the requester.

    I might be missing something though 😅

    Cheers,

    Dominic

     

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  • Andrew J
    Community Moderator

    I am confused about who the requester is.
    Why is an agent making another agent the requester? If he is the customer in this case that could be a little awkward, but possible.
    What is the trigger action?

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