What are Triggers?

Essential facts for triggers

We've distilled some essential facts for you about triggers. These are explained in greater detail in our documentation (see Triggers resources).

• Triggers are created from conditions and actions. Conditions set the qualifications needed for the trigger to fire and actions represent what will be performed when those qualifications are met.
• Triggers will run, or check the conditions, immediately after tickets are created or updated.

• Triggers will only fire, or apply their actions, if the ticket meets the trigger's set conditions.

• Actions applied by one trigger can affect other triggers.

• Actions in one trigger can affect the actions in another.
• Triggers do not run or fire on tickets after they are closed. However, triggers can fire when a ticket is being set to closed, except when the ticket is closed by the system after 28 days.
• Triggers, like all business rules, must be smaller than 65kb.
• To help you manage large numbers of triggers, triggers can be organized into categories.

Understanding trigger conditions and actions

Triggers contain conditions and actions. You combine these to create ‘if’ and ‘then’ statements (if the ticket contains a certain set of conditions then the actions make the updates to the ticket and optionally notify the requester or the support staff).

You build condition and action statements using ticket properties, field operators, and the ticket property values. There are two types of conditions – all conditions and any conditions.

The all conditions, as you've probably already figured out, must all be true. If a single condition statement in the all conditions section fails (is not true), the trigger will not act on the ticket.