Triggers¶

Triggers respond to ticket events and run defined actions.

Overview¶

This page explains how to use Triggers and describes its main effects. Test changes in a test environment first whenever they may affect existing tickets, permissions, notifications, or automations.

Typical workflow¶

Create and edit a rule. Open the relevant administration or action form, enter the required values, and save only after checking assignments and required fields.
Define conditions. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.
Configure actions. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.
Run the rule preview. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.
Deactivate a rule. First check which existing records or users are affected. Where possible, deactivate entries instead of deleting them permanently.
Use dynamic fields and checklist actions. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

Notes¶

Visible menu items and actions depend on the signed-in agent’s group and program permissions.
Deactivated entries are often retained for existing tickets and reports, but are no longer available for new assignments.
After making changes, test at least one realistic use case with a user in the affected role.