When update a ticket onTicketUpdateCallBack is not triggered

App Platform
1

I’m experiencing an issue with the onTicketUpdateCallback event in my app. When I update a ticket, the onTicketUpdateCallback does not seem to trigger as expected. I’ve confirmed that my app is properly set up to listen for this event and have ensured that the callback function is correctly defined.

Has anyone else encountered this issue? Are there any additional steps I should take or known limitations that might prevent the onTicketUpdateCallback from firing? Any guidance would be greatly appreciated.

Thanks in advance for your help!

2

Hey

what are you updateing? The TicketUpdate Event does not fire for every update.
It does for example not fire on updates from custom fields.
Check the documentation for details.

This is a trap I honestly have fallen into a lot of times, as we work with a lot of custom fields and would love to see the onTicketUpdate Event also be triggered on every ticket update.

Hope that does help.
Best
Tom

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