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Are there any events in workflow automator that can detect when a note/conversation is added to ticket?

  • September 26, 2023
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tosh691
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Are there any events in workflow automator that can detect when a note/conversation are added to ticket? It seems like new notes/replies added to a ticket do not fire off the Ticket is Updated event in my workflow automator.

 

Best answer by BrynCYDEF

Hi @tosh691 - I believe Ticket is Updated is referring to the Properties (aka fields) of the ticket e.g. Status is changed to Open.  I think any System actions on a ticket (like adding note or reply) do not fire the Ticket is Updated Event node but IIRC this is on the roadmap for the FW team. 

However there are these options to try in the Event node - the Note added is of type [Any] might work bc IIRC replies received are considered notes (not 100% sure on that).

@Daniel Söderlund or @zachary.king are both excellent resources here.

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  • BrynCYDEF
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  • September 29, 2023

Hi @tosh691 - I believe Ticket is Updated is referring to the Properties (aka fields) of the ticket e.g. Status is changed to Open.  I think any System actions on a ticket (like adding note or reply) do not fire the Ticket is Updated Event node but IIRC this is on the roadmap for the FW team. 

However there are these options to try in the Event node - the Note added is of type [Any] might work bc IIRC replies received are considered notes (not 100% sure on that).

@Daniel Söderlund or @zachary.king are both excellent resources here.

CYDEF . ca (cyber security through threat hunting)
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