Forum Discussion

Carlin2's avatar
Carlin2
New Member
8 years ago

Add comment triggers are not working unless a ticket is saved

I have setup triggers to self categorize a ticket along with a separate trigger to add a comment based on the category of the ticket. I am noticing that the categories are being added but the comments are not being triggered unless a tech saves the ticket first. Is there anyway to fix this so the minute the ticket is created and categorized they get the automated reply?
Question
  • Brian H2's avatar
    Brian H2
    Retired GoTo Contributor
    8 years ago
    Hi Carlin,

    Thanks for posting in the community!

    We're looking into your inquiry now with our Service Desk specialist team and will post again once we have some additional information for you.

  • Brian H2's avatar
    Brian H2
    Retired GoTo Contributor
    8 years ago
    Hi Carlin,

    It appears that only the Techs can change the Category (not the Customer) and that this behavior is intentional within the product currently. For example, the Trigger would be "If Category A is selected"  then "Comment whatever". However, the tech has to Select Category A and then Save the Incident for the Trigger to happen. The service doesn't know a Category has been selected until the Incident is Saved. My apologies for any inconvenience this may cause to you or your users.

  • Carlin2's avatar
    Carlin2
    New Member
    8 years ago
    Thank you for the reply. Just to confirm, even if a trigger is identifying the category automatically, you are saying it won't see that category until we save?

    If so, is there a recommendation that you could make for us to get a comment added as soon as we receive a ticket?