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Ivan23
April 7, 2025
Question

Help - Triggers Won't Run When Assignee Is Changed to My Support Group

  • April 7, 2025
  • 1 reply
  • 27 views

Hi all,

 

I've noticed that when other support groups re-route tickets to us by changing the Assignee to our support Group, our triggers don't seem to run. The only condition I have in the “Meet ALL” list is Ticket > Group | Is | My Support Group. The triggers seem to run fine whenever patrons email our support email address directly, but not when tickets are received elsewhere and then re-routed to us. 

 

Can anyone help remedy this? Thanks in advance. 

 

    1 reply

    Elaine14
    Elaine14Employee
    Employee
    June 10, 2025
    Hi Ivan,
     
    What you're experiencing is a common issue with triggers not firing on tickets that are reassigned or re-routed by changing the Assignee or Group after the ticket is created.
     
    Typically, this happens because triggers in many support platforms only run or evaluate conditions when a ticket is first created or when specific fields are updated—not necessarily when the Group is changed through reassignment by another support group.
     
    Here are a few things you might consider to fix this:
     

    1. Check Trigger Settings: Make sure your trigger is set to run not only when a ticket is created but also when the ticket is updated. Some platforms have options like "Run trigger when ticket is updated"—enabling this can help.

       

    2. Add More Trigger Conditions: Instead of only relying on the Group condition, add a condition that watches for changes in the Group field, like “Group changed” or similar if supported.

       

    3. Use Automation or Policies: Sometimes, instead of relying on just triggers, creating automation rules or business rules that explicitly run when the Group field changes can ensure your actions fire properly.

       

    4. Check for Conflicts: Ensure that no other triggers or automations are preventing your triggers from running post re-routing. Sometimes, priority or order of execution can affect this.

       

    5. Test Different Routing Methods: If the other support groups are reassigning the Assignee but not updating the Group in a way that triggers the workflow, it might be worth confirming their method or adjusting it.
     
    Hope this helps, and good luck fixing this!
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