Limitations

Triggers are one way of automated actions. In addition, there are also scheduler and postmaster filter based automation. Make sure to have a look at those, too. They can be more suitable, depending on your use case.

Limitations of triggers:

• Triggers are executed when a ticket is updated via clicking the “Update” button. Changing a value without updating the ticket (e.g. setting a tag) will not execute the trigger.

• Triggers are always affecting the last article of a ticket. This means you can’t run triggers based on older articles.

• Triggers always handle the current ticket attributes and the article (if applicable) that causes the trigger to fire. A related object context might not be available for performing changes.