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Removing temporary tags causes reprocessing a ticket

  • June 30, 2021
  • 2 replies
  • 0 views

Hello,

I have a set of triggers, it could be pictured as follows:

  • if the `T` tag isn't set and the `C` condition is true, then do `D1` and add the `T` tag;
  • if the `T` tag isn't set, then do `D2` and add the `T` tag;
  • if the `T` tag is set, then unset the `T` tag.

The `T` tag is a temporary tag that is being set only when `D1` is done. The `T` tag prevents `D2` from being done, because in certain case (when `C` is true) I need only `D1` to be done, but I don't need `D2` to be done if `D1` is done.

So far, so good.

The problem is that `D2` is being performed too. :-( I looked into events and I see the following:

  • that `D1` is done;
  • the `T` flag is set;
  • the `T` flag is unset;
  • the `D2` is done;
  • the `T` flag is set.

I can't get why the last 2 steps are being made. Unsetting the `T` flag is the very last trigger in my set of triggers. Why does Zendesk reprocess this ticket again? How to prevent that?

Thanks in advance for any clues.

2 replies

Dan32
  • June 30, 2021

Hey Volodymyr

I'd suggest you give this article a read, it describe how trigger execution order works.  There's a great visual that I've included here that might help explain why you see this. 

https://support.zendesk.com/hc/en-us/articles/203662246-About-triggers-and-how-they-work#topic_ymb_5gh_2cb


Thank you, @Dan Ross! So, I've moved the unsetting trigger to the very beginning of the chain and made it always meeting any set of conditions. Everything works fine now.