Categories

Often mistakes in triggers

Check the situations when the trigger may not work:


Endless triggering

Values of ticket parameters in conditions must change, when an action works off, so that a trigger doesn’t work all the time:

  • If there was one status in a condition, there must be another one in an action,
  • If there was one executor in a condition, there must be another one in an action,
  • If there was one priority in a condition, there must be another one in an action,
  • If there was no tag in a condition, you need to add a tag,
  • if there was a tag, you need to change or remove it

A ticket doesn’t have to remain suitable for a trigger conditions, if a trigger has worked off.

Checkboxes

In the trigger settings, the «Enabled» checkbox should be checked, and the «Manual start» checkbox should be absent. Manual triggers do not trigger automatically about new requests. Still, they are started separately in cases when you need to process previous tickets. To learn more about it, click here:


«Text contains/Text not contains»

When adding several conditions check if there is an extra «not» in the trigger, where it shouldn't be.


Make sure that all words/phrases specified in the conditions correspond to the requests and words in phrases are in the order specified in the conditions.

If there is a condition on the text (contains/not contains, equals/not equals), it is necessary to check if there are any extra spaces — especially before and after the phrase, where they are not visible.


Distribution of agents online

If no actor in the specified group has online status, the trigger will not work.


Word forms

Unnecessary/insufficient characters. There must be two traits between words. If there is one between words, the trigger will not work.

Excess characters before/after brackets. There must be no vertical traits between a bracket and a word. This spelling of the word form means that the condition is oriented towards «empty». If there are any words in circulation or no characters in circulation, the trigger with this condition will work because there is exactly an «empty» in circulation.


Checking temporary triggers

Because of too many tickets and triggers in your company, the check of temporary triggers can take place once in 20 minutes.

For example:


So, you create a trigger where the temporary condition is 5 minutes from the date of creation. If the ticket was created at 17.19 and was checked at 17.20, the trigger will not be executed because 1 minute has passed instead of 5. Next time tickets will be checked after 20 minutes, i. e., at 17.40.


Filling in the «When» → «All conditions» block

A trigger won't work if you don't add anything in the «When» section of «All conditions», but write only in «One condition».


Аutoreply to comments in VK (a community), FB, Insta

If you create a trigger that sends out autoreplies to all incoming messages, and you want to avoid multiple identical autoreplies to comments under posts, create a prohibiting condition which checks a post’s subject. Comments in these channels come with a subject «New post comment» (in Insta – «Post comment»), you can set up an autoreply ban: «What → Subject → Text equals/inequals/includes/doesn’t include → post comment».