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Trigger unexpectedly firing
Posted Oct 26, 2022
I have a trigger as below:
and 
It works fine, but not perfectly because it's looking for certain words to make a ticket high priority. Here's the thing: when I change priority from "High" down to "-" and submit the ticket, it flips back to High again. Any ideas how can I stop this happening?
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3 comments
Chandra Robrock
Interesting! I have a similar trigger that looks for specific keywords to mark the ticket's Priority as Urgent and the Ticket is Created condition is enough so that agents can manually update the Priority back to Normal if a ticket has one of those keywords but isn't actually urgent.
Have you checked the Ticket Events to ensure that it's the same trigger that is flipping the ticket's priority back to High? I wonder if perhaps there is a different problematic trigger at play here because your trigger looks fine on my end.
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Bevis Hungate
Hi Chandra - thanks for your comment. I just happened to watch your stuck ticket/SLA video on YouTube - funny coincidence!
The explanation turned out to be quite simply actually - isn't that always the way. It turns out you can't set Priority to "-" if it's previously been set to 'High', but you can set it to 'Normal', so that's what we're now doing and it's working fine. Phew.
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Chandra Robrock
Ah, that's great! Such a funny coincidence indeed.
I'm also glad to hear you were able to identify the issue! I was definitely stumped on that one because your trigger is even more strict than the one I use with since you have a nullifying tag as well. 🤣
Have a great rest of your weekend!
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