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Trigger on request owner is unassigned

Is it possible to use triggers to act on if an request's owner is set to "Unassigned"?

RE: Trigger on request owner is unassigned

Hi Patrik,

 

One way of achieving this could be to use the trigger "Request changed owner".

Thereafter you could either use SearchEngine, or the Ticket class to check the owner of the ticket.

 

 

Von: Petter Näslund 16. Nov 2020

RE: Trigger on request owner is unassigned

Yes, that's based on the assumption scripts will be used. No way of solving this with the predefined actions?

Von: Patrik Larsson 16. Nov 2020

RE: Trigger on request owner is unassigned

Yes, this is possible.

You can use the trigger: "Saving a request" or "Request changed owner" to check what the value was before and after the change.

getParserVariable("ticket.old.ownedBy") and getParserVariable("ticket.new.ownedBy")

Now - these triggers won't let you stop the action, just do additional logic.

Von: Simen Mostuen Iversen 16. Nov 2020

RE: Trigger on request owner is unassigned

I guess you could also use Trigger Macro: Request changed owner, and add an "If" statement checking if the value equals 1. I haven't tested it, but that shouldn't be difficult to verify.

Von: Simen Mostuen Iversen 16. Nov 2020

RE: Trigger on request owner is unassigned

Hi

Does anyone know what Current entity ID and the other environment variables equals ?

Request id and Current entity ID and Associate ID...?

 

 

Thanks

Von: Henrik Laitinen 16. Nov 2020

RE: Trigger on request owner is unassigned

Hi Henrik, 

it totally depends on the context (i.e: If you are on Request 1000, and saves, the environment variable Request ID will be equal to 1000, and so forth).

All environment variables will match the entity you are currently working with.

Von: Simen Mostuen Iversen 16. Nov 2020

RE: Trigger on request owner is unassigned

HI Simon

 

Thx but catching the unassigned request using current variables seems impossible at the moment.

 

 

Just my quick setup to catch all combinations of Request owner being 1 (unassigned)

Doesnt work anyhow but it seems so strange that the request owner isnt available in these environment variables.....

Von: Henrik Laitinen 16. Nov 2020

RE: Trigger on request owner is unassigned

Hi,

I believe if you first create a chain with:

1. Load request

2. Have conditions from Load request - > Owner Number(Equal) to 1 

This should work.

Von: Michel Krohn-Dale 16. Nov 2020

RE: Trigger on request owner is unassigned

Hi Henrok,

Could you please provide step-by-step what you're doing? 

Because it works for me:

 

Step 1: Trigger Macro: Request changed owner

Step 2: Load a request:

  • If: Always
  • ID: Environment values from when the script is executed: Request ID

Step 3: Send an e-mail or SMS

  • If: One or more conditions are true: Owner Equals to 1
  • Set attributes accordingly
Von: Simen Mostuen Iversen 16. Nov 2020

RE: Trigger on request owner is unassigned

Hi

 

Yes I didnt have Load Requst at first step before, now it works:

 

Von: Henrik Laitinen 17. Nov 2020