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Events

Events are triggers that initiate actions based on specific occurrences in the ticket lifecycle. They can be configured at the template level to automate processes and notifications.

Event Types​

Manual Triggers​

  • Field Update: Triggered when a specific field's value changes
  • Issue Attachment Added/Removed: Triggered when files are attached or removed
  • Issue Transitions: Triggered when a ticket moves from one workflow status to another
  • Queue Change: Triggered when a ticket is reassigned to a different queue
  • Issue Note Added: Triggered when any type of note is added to the ticket
  • Issue Linked: Triggered when a ticket is linked to another ticket
  • Ticket Created: Triggered when a new ticket is created
  • Ticket Pre-creation: Triggered before a ticket is officially created

Time Triggers​

  • Relative Item: Triggers at specified intervals (in minutes) in a recurring loop
  • Specific Hour of the Day: Triggers at a designated hour
  • BOD (Beginning of Day): Triggers at the start of the business day
  • EOD (End of Day): Triggers at the end of the business day
  • CRON: Triggers based on a CRON expression for complex scheduling
  • SLA: Triggers when an SLA threshold is breached
  • SLA Relative Item: Triggers at a specific percentage of an SLA's duration

Events

Event Permissions​

Control who can trigger events based on:

  • Organization-wide access
  • Queue membership
  • Group membership
  • Specific users
  • User roles
  • User attributes
  • Actor types