Set Up Triggers
Set up event triggers in GoToAsist Service Desk for various objectives, such as adding a priority to an incident, stopping a clock in case of an incident status change or assigning new incidents to as specific person based on certain criteria.
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."
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.
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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.