What are Triggers and how do they work?

What are Triggers? 

Triggers are a way to automate workflows based on certain conditions. These are created by combining events, conditions, operators and actions. Triggers are immediately executed when the event occurs and the conditions are met.

Components of a Trigger

Events: Select an 'event' to trigger the trigger. The options here are when a ticket is created, updated or deleted. 

Conditions: The trigger can be based on 'all' conditions being true or 'any' condition being true. For example, Jennifer, the boss needs to be notified by email if tickets assigned to Mark are placed 'on hold'. But, she only needs to be notified when they are in certain queues. The trigger would be set up to meet ALL of these conditions:
  • ticket assignee is Mark
  • ticket status is 'on hold'
And then ANY of these conditions
  • ticket queue is Exchanges, Returns, Stock Rotation. 

In other words, the ticket can be in any of those queues but it has to meet the two other conditions for the trigger to execute.

Operators: An operator allows you to define the condition specifically. For example, the operator will dictate the condition as a filter by looking to see if something is present or not present, to include or exclude, to contain or not contain, etc.
Actions: This is the "then" in the if/then statement of the trigger.  In the example above, the action would be to send an email to Jennifer.

How does Mojo know when to use Triggers? 

Every time a ticket is created, updated or deleted the ticket is checked against the triggers to see if the ticket meets any of the conditions of any of the triggers. If the conditions are met, the trigger is executed to take action on the ticket. 

How do I avoid creating Trigger loops? 

Once a trigger makes a change to a ticket the ticket is run through the rest of the triggers to check again. One trigger will not execute on a ticket twice but a ticket can be affected by several triggers. Be careful when setting up triggers that you do not create trigger loops which would cause two triggers to counteract each other.

Using Triggers for Auto-Assignment

Managers of the help can use triggers to set-up auto-assignment. More information can be found here.
See other articles in Productivity Tools