Creating a trigger

Building a trigger, and the two habits that separate a configuration you can still read next year from one you cannot.

Building a trigger, and the two habits that separate a configuration you can still read next year from one you cannot.

Create a trigger

1. Open Admin Center, then Objects and rules > Business rules > Triggers, and stay on the Ticket tab.
2. Click Create trigger.
3. Fill in the Name, after what it does. The Description underneath is optional and is where the reasoning goes.
4. Pick a Trigger category, or make one. It is a required field, so the trigger lands somewhere whatever you do; choose deliberately rather than accepting the first one.
5. Use Add condition to set the conditions.
6. Use Add action to set the actions.
7. Click Create trigger again, then place it in the right order.

Name it as a sentence

You will read this name in a list of sixty. "Notify assignee when a VIP customer replies" tells you what it does. "VIP trigger 2" does not, and in a year nobody will dare delete it because nobody knows what it is for.

Always narrow the conditions

A trigger can be correct about what it does and wrong about when. A rule meant for one group, without a condition on that group, applies to everything.

Before saving, ask which tickets this should not touch, and add the condition that excludes them.

Test before you leave it running

Make a ticket that should match and one that should not. Check both. A trigger that sends email is a trigger that can send email to hundreds of customers before anyone notices.

Nothing stops you accumulating them either: an account holds up to 7000 active ticket triggers. The limit will never be your problem; every one of them running on every ticket update, in an order somebody has to keep straight, is.

See also

• Building conditions: all, any, and the trap in between
• Testing a trigger without bothering customers
• The order of triggers and why it matters