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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...
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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.