Make Intelligent Triage Triggers Work Correctly
How can I make my intelligent triage trigger work correctly?
Adjust your trigger conditions to ensure they work with intelligent triage. Instead of using Ticket > Ticket | Is | Created, use Ticket > Ticket Status | Is | New.
This change is necessary because intelligent triage predictions are not available at the time of ticket creation. If your workflow involves tickets being created with a status of Open, you may need to use a different condition that aligns with your specific goals. This adjustment will help your triggers function as expected.
More related questions
Why didn't my intelligent triage trigger run during ticket creation?
Intelligent triage predictions aren't available at ticket creation. When you create a trigger with the condition Ticket > Ticket | Is | Created, it won't work as expected if it includes intelligent triage conditions. This is because the intelligent…
What conditions should I use for intelligent triage triggers?
Use conditions that account for the absence of predictions at ticket creation. Instead of Ticket > Ticket | Is | Created, opt for Ticket > Ticket Status | Is | New. This is because intelligent triage predictions, such as intent or sentiment, are…
Why are intelligent triage predictions missing at ticket creation?
Intelligent triage predictions are not generated at the moment of ticket creation. This is why triggers using Ticket > Ticket | Is | Created with triage conditions don't work. The predictions, such as intent or language, are added after the ticket…
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