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Creating Triggers


#1

We just installed HelpSpot V3 and are loving it so far. I’m having trouble getting triggers to work correctly. Once you define a trigger, do you need to do something in order to have the system use it? No matter how we define a trigger, it won’t work.

The trigger we are trying to create is a trigger that emails on-duty techs to let them know that new issues are in the queue.


#2

Hi Drew,

Great to hear! No, it uses them automatically. Can you tell me your conditions.

Did you make sure to set on creation and not update.


#3

Here is what I have set:

When a request is Created if any of the following conditions are met:

Send email notification to

Staff Member (I’ve chosen my account here)

Send From

Default mailbox (which works for all other functions)

Subject

New Ticket Opened on IT Help Desk

Email

A help desk ticket from ##CUSTOMERFIRST## ##CUSTOMERLAST## has arrived.

##URGENT##


#4

I had a breakthrough.

Above, I left off the original (borked) trigger condition which was:

Open/Closed Now is All

Changing the trigger condition to:

Status Now Is Active

fixed my problem.

Now to figure out how to send the ticket contents to the email . . . . :slight_smile:


#5

ah, great!

There’s a placeholder for the original content of the request or the full request history if that’s what you mean.


#6

@ian What is the placeholder for full request history or last update (if there is one) – if not, how can I go about creating one? I cannot find this on the forum, but if there is an article that already points to this, please send me a link.

Thanks!


#7

It depends where you are, but all available placeholders are always in the drop down for any given template you’re adding placeholders to.


#8

@ian I should’ve specified I am trying to do this in the trigger function of helpSpot. I want a trigger to send me an email notification every time there is an update to the ticket with the body consisting of the message that was sent.

Thanks in advance!


#9

Generally what you’ll want to do is edit the staff notifications template to simply always include the full history in every staff notification. You can do that in admin-customize-email templates.


#10

@ian – This works except when I try to include the latest public note. As per the placeholders given, I am using ##FULLPUBLICHISTORY## – but last public is not being published in the email. Whether I use ##FULLPUBLICHISTORY## or ##FULLPUBLICHISTORYEX##, it gives me the same output. What am I doing wrong? How can I get the last public note sent in the email?


#11

@ian any update on this?


#12

Is this from a trigger? The full history should be the way to do it. You may want to contact support so we can take a closer look.