Home → Admin Manual → Triggers → Defining Triggers - Conditions

8.2. Defining Triggers - Conditions

How Triggers Work

Triggers evaluate their conditions immediately when a relevant action occurs:

• “Create” Triggers are used for new requests.

• “Update” Triggers are used for existing requests.

Once you select which type of trigger to use, you will need to specify the conditions that will identify matching requests, and select which actions to perform as the result of a match.

Defining Conditions

Conditions can match on both current values and state changes. For example, consider the following conditions:

• "Status ... Now is ... Problem Solved" – fires if the request's status is Problem Solved, regardless of how it got there.

• "Category ... Changed from ... Unassigned" plus "Category ... Changed to ... Development" – fires only if the field transitioned from one specific value to another.

Conditions are available for a variety of request details, such as:

• Customer fields (first name, last name, email address, Customer ID, etc.)
• Request fields (category, status type, assigned to, etc.)
• Custom fields (drill down lists, date/time fields, text fields, checkboxes, etc.) 

The available operators for each condition vary depending upon the field type. Some examples of operators are:

• Is
• Is not
• Less than
• Greater than
• Contains
• Does not contain

 

Knowledge Tags

Triggers  /