Ticket Update Event Triggers Automatically After Ticket Creation

App Platform
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1

Hello Team,

I have noticed that whenever a Ticket Create Event occurs, a Ticket Update Event is automatically triggered right after it, even though no manual update is made to the ticket. This behaviour seems incorrect, as the update event should only trigger when an actual change is made to the ticket after creation.

Steps to Reproduce:

  1. Create a new ticket in the system.
  2. Check the event logs.
  3. After the Ticket Create Event, a Ticket Update Event is triggered automatically.

Expected Behaviour:

  • Only the Ticket Create Event should trigger upon ticket creation.
  • The Ticket Update Event should only occur when a real update is made to the ticket.

Actual Behaviour:

  • The Ticket Update Event is triggered immediately after the Ticket Create Event, without any manual updates.

Additional Information:

  • Attached is a screenshot of the event logs for reference.
  • Is this expected behaviour, or is there a way to prevent this from happening?
  • Has anyone else experienced this issue? Any solutions or workarounds?

Looking forward to your insights. Thanks in advance!

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2

Hi @Sivamsp5820,

Welcome to the community :tada:

There will be a “changes” attribute which contains the changes that have been made, you can log that to see what was changed then you can figure out what might have caused it to update.

Have you checked if any Automation or other market/custom apps triggered it?

Thank you.

3

Hi Benny,
Thank you for your response!
We’ve observed that the Update event is being triggered twice with identical fields in the ‘changes’ attribute, making it challenging to manage the app’s behavior effectively. To address this, we’ve ensured that no automation rules are influencing the flow.
Thanks,
Siva Priyan