How triggers and automations run

Triggers

Triggers run inside every ticket create and update, before the change is saved:

1. ChaosDesk checks the active triggers in order: by category, then by position inside the category. Uncategorized triggers run first.
2. When a trigger matches, its actions are applied in order, and the check starts again from the top, because its changes can make other triggers match.
3. Each trigger fires at most once per update. This stops loops.

All trigger changes are saved in the same update and shown in the ticket’s events as made by that trigger.

Order triggers on the Triggers page by dragging the handle, or focus it and press the arrow keys. Use Move to category to file them.

Automations

Automations run every hour on open tickets:

• they need at least one “Hours since…” condition under ALL;
• each run acts on up to 1000 tickets, oldest updates first;
• an automation must change something that stops it matching again, or it would act on the same ticket every hour. ChaosDesk also stops after 100 automation updates on one ticket.

Macros

Macros never run on their own. An agent applies them, and the changes are staged until the agent submits.

Find a rule that misbehaves

• The rules lists show Fires (30 d) for each rule, with the last hour, 24 hours and 7 days on hover. Sort by usage shows the busiest ones.
• Open a ticket’s events to see which trigger or automation changed what.
• Switch a rule off with Active while you investigate.

Related

• Create a trigger
• Automations
• Trigger and automation conditions