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Sequence of triggers

Usecase:

I have some different triggers working on the same status. And I need a specified sequence how triggers are working.

 

Is there a possibility to define the sequence?
Have the "SeqNr" of the triggers an effect on the sequence of triggers working on the same status?


 

1 ACCEPTED SOLUTION

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Beginner

We have to differ between Inbound and Outbound triggers.

Inbound:

If a valid message is sent to ServiceGrid and the message is well authenticated the systems tries to find the message trigger that fits to the received message.
First of all the only means to identify the trigger is the sender. So the system searches in all senders to find the appropriate communication.
If only one communication is found the situation is easy and the affected trigger is processed.

If more than one communication is found the system begins to process the templates associated with the communications until a ticket can be found.
If this is the case the processing stops and the mentioned trigger is processed. So always only one inbound trigger fires when a message is received.
The sequence of the processing of the templates is not predictable.
So its always a good idea to have different valid senders for different purposes. Therefore the sequence number is not editable for inbound triggers.

Outbound:

It is generally possible to fire more than one outbound trigger with a single event. The outbound triggers are processed in order of their Sequence number.

If a trigger has multiple communications they are processed in order of their ID beginning with the lowest one.
If you have marked the checkbox "Manual Selection" the Sequence number is used to display the triggers in the interface in the order of the Seq.No..
If the checkbox "IsTopRule" is marked this outbound trigger is activated first.
If there is more than one trigger marked as "IsTopRule" they are processed in order of their ID.

View solution in original post

2 REPLIES 2
Highlighted
Beginner

We have to differ between Inbound and Outbound triggers.

Inbound:

If a valid message is sent to ServiceGrid and the message is well authenticated the systems tries to find the message trigger that fits to the received message.
First of all the only means to identify the trigger is the sender. So the system searches in all senders to find the appropriate communication.
If only one communication is found the situation is easy and the affected trigger is processed.

If more than one communication is found the system begins to process the templates associated with the communications until a ticket can be found.
If this is the case the processing stops and the mentioned trigger is processed. So always only one inbound trigger fires when a message is received.
The sequence of the processing of the templates is not predictable.
So its always a good idea to have different valid senders for different purposes. Therefore the sequence number is not editable for inbound triggers.

Outbound:

It is generally possible to fire more than one outbound trigger with a single event. The outbound triggers are processed in order of their Sequence number.

If a trigger has multiple communications they are processed in order of their ID beginning with the lowest one.
If you have marked the checkbox "Manual Selection" the Sequence number is used to display the triggers in the interface in the order of the Seq.No..
If the checkbox "IsTopRule" is marked this outbound trigger is activated first.
If there is more than one trigger marked as "IsTopRule" they are processed in order of their ID.

View solution in original post

Highlighted

Thanks - helps me much!

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