Issue: Ticket Create Event Triggers Ticket Update, and Ticket Update Triggers Twice

App Platform
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1

Description:

I’m working on event callbacks for Ticket Create and Ticket Update in Freshservice. However, I’m facing issues with the Update Event,

  1. Ticket Creation:
    When I create a ticket, the onTicketCreateCallback executes successfully, but **after a few seconds, the Ticket Update event is also triggered automatically
  2. **Ticket Update **:
  • When I Update the ticket, the onTicketUpdateCallback executes twice instead of once for the same update.

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Ticket Create

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Ticket Update

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Observations:

  • The logs confirm that the update event is triggered right after the create event, even though I’m not updating the ticket explicitly.
  • When an update is triggered manually, it logs twice, meaning the event is fired twice unexpectedly.

Questions:

  1. Is the create event causing an implicit update? If so, how can I prevent it from triggering the update event?
  2. Why is the update event firing twice when it’s triggered? Is there a way to make it execute only once per update?

Would appreciate any insights or solutions from the community!

Thanks in advance! :rocket:

2

Hi all,
we have facing same issue in freshservice onTicketUpdate event trigger. Ticket update manually and check logs update events triggers twice at the time .

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Ticket is ,

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check activities for ticket page " set Status as Idfy Status 2 , set Urgency as High and set Type as Service Request" no any another updates manually.

Please give a solution for this issue.

thanks all

3

Hi @Sivamsp5820 and @Annalakshmi_Manivasa,

The onTicketUpdate event occurs for multiple changes in the ticket. Please refer to the list of those actions.
The ticket fields might be changed manually, by automation, or by any other integration.

The “changes” attribute in the event payload shows which fields have changed. Please check this attribute in the logs to see which field changes are causing the update.

4

Hi @Raviraj ,

We have checked the changes. It seems the changes is same. When I check the activities tab of a ticket, It shows it was updated one time. but when we check the log of the app, It shows multiple times updated. What cause the events to trigger multiple times?

5

@Sivamsp5820 Can you please paste what is listed in the data.changes attribute in the payload in both the event logs?

Note: Sanitise the details before sharing in the public forum here.

6

Hi @Raviraj ,

Sorry for the delayed response,

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Feb 12, 2025, 7:10:03 PM 91007
changes…> { status: [ 8, 9 ], urgency: [ 2, 3 ], updated_at: [ ‘2025-02-12T18:53:15+05:30’, ‘2025-02-12T19:10:00+05:30’ ], frDueBy: [ ‘2025-02-12T19:28:15+05:30’, ‘2025-02-12T19:28:00+05:30’ ], status_name: [ ‘Idfy Status 1’, ‘Idfy Status 2’ ], urgency_name: [ ‘medium’, ‘High’ ] }

Feb 12, 2025, 7:10:03 PM 91007 actor…> 27004997276 { profile_id: 27002312421 }

Feb 12, 2025, 7:10:03 PM 91007
changes…> { status: [ 8, 9 ], urgency: [ 2, 3 ], updated_at: [ ‘2025-02-12T18:53:15+05:30’, ‘2025-02-12T19:10:00+05:30’ ], frDueBy: [ ‘2025-02-12T19:28:15+05:30’, ‘2025-02-12T19:28:00+05:30’ ], status_name: [ ‘Idfy Status 1’, ‘Idfy Status 2’ ], urgency_name: [ ‘medium’, ‘High’ ] }

Feb 12, 2025, 7:10:03 PM 91007 actor…> 27004997276 { profile_id: 27002312421 }

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7

Hi @Sivamsp5820 @Annalakshmi_Manivasa,

Since the changes look similar, I doubt it could source from the product or the platform for duplicate events. But, I couldn’t understand the cause for it yet.

To check the logs at our end, can you share the following details?

  1. App ID
  2. Account domain or ID
  3. Product of the account
  4. Account region (if known)

I have also created a support ticket on your behalf (SIva Priyan’s email address) to track the request via email so that our team revert back with the root case within SLA. Please check and respond to them via your inbox. Here’s the ticket ID: #17501561

8

Hi @Raviraj ,

  Any update for this scenarios, Please give a solution for this  case then continue next  process for the app.