Set Up Triggers

Triggers (i.e., alerts) enable you to create specific criteria about what set of events will trigger a specified action, which allows them to create basic, automated workflows and routing. Triggers can be set up to interact with incidents, problems, changes, releases and knowledge articles.

You can use triggers to help align Service Desk with the way your business works (rather than the other way round). If you need certain things to happen at certain stages and Service Desk's out-of-the-box configurations doesn't meet those needs, you can create triggers to create the configuration you need. Triggers can be created for any record or knowledge article, and they can be created on a per-service and/or account-wide basis.

Note: This article refers to adding triggers on a per-service basis. See Configure Account-Wide Settings for information about adding triggers on an account-wide basis.

The following are examples of commonly used triggers:

  • Stop the clock when an incident's status is changed to "With Customer.”
  • Automatically make new incidents "P1" priority if their title contains the word "urgent.”
  • Automatically assign new incidents to a specific person if the incident's type is "Query," "Feature Request," or "Feedback."

Topics in this article:

Add event triggers

Edit and delete triggers

Add event triggers

1. Go to the Triggers page as follows:

  • To create triggers on a per-service basis, go to Configure > Account-Wide Settings > Triggers tab > New Trigger.
  • To create triggers on an account-wide basis, go to Configure > Services > [select service] > [Incidents, Problems, Changes, Releases or Knowledge tab] > Triggers tab > New Trigger.

2. Fill in the required trigger and response information as follows: 

  • Give your trigger a title – Enter a title for the trigger
  • When do you want your trigger to occur? – Specify what event(s) or conditions should cause a trigger report to be created; click Add Another to add additional conditions.
  • What do you want to happen? – Specify what actions should occur whenever the conditions specified in the rules above are met; click Add Another to add additional actions.

3. Click Save when finished.

When the conditions specified in Step #2 are met, any triggers matching those rules will be applied. Triggered actions can be viewed in the Activity pane on the incident, problem, change, release or knowledge article form.

Note: Triggers are not cascading (i.e., the actions applied as a result of 1 trigger will not trigger others). Account-wide triggers are applied first, then service-specific triggers.

Edit and delete triggers

1. Go to the Triggers page as follows:

  • To edit service-specific triggers, go to Configure > Account-Wide Settings > Triggers tab.
  • To edit account-wide triggers, go to Configure > Services > [select service] > [Incidents, Problems, Changes, Releases or Knowledge tab] > Triggers tab.

2. Select the trigger you want to edit or delete.

3. Make your changes as follows:

  • To edit the trigger, make your changes and click Save when finished.
  • To delete the trigger, click Delete Trigger at the bottom of the page and click OK when prompted.



Use Services and Service Management

Create, Configure and Manage Services

Enable and Integrate a Service's Support Email Address

Create Templates for Incidents, Changes, or Releases

Set Priorities and SLAs (Incidents)

Set Priority Levels (Problems, Changes and Releases)

Set Statuses

Set Default Field Selections for New Incidents

Set Types

Set Categories

Add Custom Fields

Set Approvers (Changes and Releases)

Configure Service Access

Solicit Feedback (Incidents)