Amanda Oka

We no longer use the ticket.title placeholder and are currently getting hit with gmail accounts.... I can't block gmail... they used to have 'xxxxxxxxxxxxx' or something incoherent that could be identified quickly and dealt with, but these simply have one word, so I'm not sure what they're gaining, especially since our subject line is static in our ticket notifications.

The closest thing I can think of is using a webhook to add a comment of that value to the ticket, then a trigger can fire from that comment text.

Loosely, the flow would be:

1. Trigger Condition > Custom_field: Present

1. Trigger Action > Apply webhook with private comment with custom field value

2. Trigger Condition > Comment text contains string  of custom field value

2. Trigger Action > whatever business needs....

A bit convoluted but I think it does the trick.  Godspeed.

Hi Corrine,

I use a ticket field to track specific workflows, it could be as simple as naming the field, Ticket Tracker: Step 1, Step 2, Step 3, and moving the ticket field option through the workflow as you complete each step.  Then you can create a View and group the tickets based on this ticket field.  You can also use reporting to see how long each step is taking. 

Best of luck in finding the solution that suits you! :) 

You have to schedule the dashboard to email to you as pdf, this is the workaround I found. Best of luck!

I agree, that way certain points of a workflow can be monitored.