A trigger or trigger initiates a series of actions when a ticket is created or updated, provided that certain conditions are met.
If there are multiple triggers, each time a ticket is created or updated, the conditions of each and every trigger will be checked to determine whether they are met. This complete check is called a “trigger cycle”:
- The trigger cycle follows a sequential order, starting with the first trigger in the list.
- If the conditions for triggering are not met, the conditions of the second trigger are checked, and so on until the conditions of a trigger are met or all of them have been reviewed.
- When the conditions of a trigger are met, it is triggered. Since this results in a ticket update, the conditions of all triggers are checked again from the beginning of the list. In other words, a new iteration or complete update of the checks is initiated from the beginning.
- When a trigger has already been triggered in one iteration, it cannot be triggered again in any other iteration of the same cycle.
- The cycle ends when no trigger has been triggered at the end of an iteration.
Below is an example and its interpretation:
In this example, a ticket has been updated and there are 4 triggers.
First, it is determined that the conditions of Trigger 1 are not met, so we move on to Trigger 2. Since its conditions are met, it is triggered, and a new iteration begins. In other words, the system checks again whether the conditions of Trigger 1 are met and, if they are not, moves on to Trigger 2, which cannot be triggered again because it has already been triggered in this cycle.
Therefore, the conditions of Trigger 3 continue to be checked. Since they are not met, the system moves on to Trigger 4, whose conditions are met and which is triggered, resulting in a new iteration.
The order of the triggers is a critical factor. In fact, when Trigger 4 is launched, it could change a ticket property, which in turn could allow the conditions of Trigger 3 to be met. As a result, Trigger 3 would be triggered in the next iteration, as shown in the example diagram.
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