System Events based on Organization Custom Field not working
Question asked by Jon Larson - 4/27/2015 at 7:05 AM
Answered
I have set up a multiple Ticket Creation events that have conditions based on a custom field that used to sort tickets in to various groups based on that custom field.  However, the event is no triggering.  Is there something I am missing on this, or does this not work like I am thinking it does?
 
Please help!

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Antonio King Replied
I'm also experiencing an event not firing and I'm 100% positive it's set up correctly. They'll likely tell you to check the event logs to see if you notice anything abnormal (MRS > App Data).
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User Replied
Hello,
What kind of action are you trying to take?

1. If it is Email check your SMTP settings to ensure its all setup correctly.
2. If its Notification profile (reminders) Check your notification profile that you are using for the action and ensure the reminders checkbox is checked (or email if you are using that one).
3. Try unchecking the conditions, does the event work then?
4. Do any other events work?

If the issue is still unresolved can you tell me what version you are using and the exact setup for your Event so that i can try to re-create it locally? I will need all the details including the conditions you have set up.
Thank you,
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Jon Larson Replied
It is Transfer action. and other events are working fine. I am using version 10.6.

The only condition for the Ticket Created event is the text of a Organization custom field. The action is to transfer it to a specific group. I have also tried with an additional condition of a starting group, but that had no effect.
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User Replied
Hello, What is an 'Organization' custom field? I tested with the following steps assuming its just a regular custom field:

1. Created custom field in SystemSettings -> Custom Fields -> Field Definitions with a data type of 'Single Line Text' and default value of 'test'

2. Went to SystemSettings -> Custom Fields -> Templates -> Default Ticket Template and added my new custom field to it.

3. Went to SystemSettings -> Events -> System Events and added a 'Ticket Created Event'

4. Checked the custom field box for the custom field 'test' and typed in 'test' for the text

5. Setup Action to Transfer the ticket to myself out of the queue (made sure that max frequency was set to 'none')

6. Created Ticket and left the custom field as default.

I was unable to replicate it as this seemed to transfer ok. Check the maxfrequency of the action and validate that the custom field is indeed part of the ticket when creating it by going to the custom fields tab. Please let me know if what i tested does not match yours. Maybe your custom field is a certain DataType i should test? If all seems to match I would suggest on contacting support so we can help you directly.
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Jon Larson Replied
An organization custom field is one with the "Applies to only end-users and employees" option enabled.
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User Replied
OK, my apologies, I will try another test with it enabled :)
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Employee Replied
Employee Post Marked As Answer
Hello,
Organization Custom Fields are fields only for the Users and are not related to Tickets. The Create Ticket event (and other events) should not contain the condition for any Organization Custom Fields and has been added to the bugs list to fix. You should be able to use this event on Custom Fields that are related to the Ticket's Template found in SystemSettings -> Custom Fields -> Templates to help get them to their final destination however.
Thank you,
 

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