• Vigo W

  • 26 mars 2021 20:59

  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!

• Sushant Patade

  • 26 mars 2021 20:59

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

• Chris H

  • 26 mars 2021 20:59

  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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