Custom App vs Ticket creation rule precedence

Product Customize x Workflows
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1

Hi Team,

We have a ‘Ticket creation’ rule to add a tag called ‘Reports’ based on certain conditions.

Also, we have a custom app built for our customer to auto merge tickets based on the tag ‘Reports’ added via the above automation rule.

We just want to confirm which one will take the precedence as soon as the ticket gets created. Is it the ‘Ticket creation’ rule or the custom app?

In our case, only if the ‘Ticket Creation’ rule applies and add the tag ‘Reports’ then the custom app will apply.

Could you please clarify?

2

Hi Sab,
The tag addition would be a ticket update event only. It won’t be a ticket create event.

3

Thanks for the response, Nithin!

I’ll probably explain this in detail. I have got a two set up here i) Ticket creation automation rule(formerly Dispatch’r) to add a tag called ‘Reports’ to a ticket upon ticket creation and ii) Custom app should check if the ticket got a tag called ‘Reports’ and do an action. Both should apply upon creation of a new ticket.

My question here is only if the Ticket creation automation rule applies first then the tag ‘Reports’ will be added and based on this the custom app will apply. Hence, I want to confirm whether the Ticket creation rule will run first or the custom app for a newly created ticket.

Could you please help?

4

Hey @Sab

they run parallel and the custom app “knows” the ticket only as it was before ticket creation automations.

See a similar discussion here.

HTH
Tom

5

Hi Sab,

Here is how I am seeing the flow as.

  1. Ticket Created.
  2. Automation updates the tag based on some condition.
  3. The app wouldn’t trigger ticketUpdate event for just tag updates.

Recommended approach would be moving the automation rules to custom app or along with the tag field, update some other default field on which you can listen to the update event and go on with your actions in the custom app.

Thanks,
Nithin

6

Thanks, Nithin.

So the workflow is,

  1. Ticket Created.
  2. Automation updates the tag based on some condition.
    3. Now, the app is initiated and check whether there is a particular tag and apply action.

The app doesn’t have to trigger for any automation updates

7

Hi Sab,
Here is what I can think for your use case.

Move your tagging logic to the custom app and do any other subsequent actions related to the tagging in the app itself.

The other option is, along with tagging, if you can update any other default fields, it can trigger onTicketUpdate, which can be used for further actions.

Thanks,
Nithin