New Suggested 1/12/2022 by David Van Dyne

4

votes

Automation trigger when a tag is removed in a ticket

There is an automation trigger when a tag is added to a ticket. It would be helpful also to have the reverse - an automation trigger when a tag is removed from a ticket.

We utilize tags as a checklist for the onboarding and offboarding process. An automation rule adds all the necessary tags to the ticket. I would like to have a trigger when one of those tags is removed. In my case specifically, I want to add a private comment that indicates who removed the tag along with the date/time stamp of that comment. This will allow us to see when a particular action took place and whom it was carried out by.

avatar
Eric Seelye
Tags are very useful for us to group tickets that are related but don't really qualify for linking. For example we have helpdesk managers who want to keep a close eye on certain tickets but because they also handle tickets, don't want to subscribe to these "monitored" tickets. Using tags provides a way for these "tech managers" pick the tickets they want to monitor without actually subscribing to them. However some technicians think they are smarter than management and remove these tags and we have no mechanism to easily detect this. Having a way to detect when specific tags are removed would greatly help us catch rogue tag edits.
5/24/2024 8:02 AM

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