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?
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.