ZAF client ticket.comments.changed does not trigger when EVENTS button is toggled ON | Community
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ZAF client ticket.comments.changed does not trigger when EVENTS button is toggled ON

  • March 20, 2024
  • 1 reply
  • 0 views

Hi everyone,

I could not find any documentation on this behaviour, the code below does not trigger on comments.changed when the Events button is active, is this intended?

client.on('ticket.comments.changed', function(data) {
console.log("TEST APP COMMENTS CHANGED: ", data);
});
As soon as the Events toggle is turned off, comments.changed is triggered and the console log is displayed.


In our scenario, we depend on ticket.comments.changed to populate a tracking custom field with new comment data metrics. This process fails if the agent closes the ticket while the Events button is activated.

Thanks!

1 reply

Greg29
  • March 21, 2024

Hi Gabriel! I just tested and confirmed this behavior in my account, so I'm going to raise a problem ticket and get this over to the correct team to address this. I'll also create a private ticket for you to attach to that problem ticket so that we can keep you updated as we find a resolution for this issue.

Thanks for raising this and I hope we have a quick solution here!