If you have configured your triggers to create child tickets automatically, you may find that multiple child tickets get created inadvertently. There are two cases where this may happen:
Triggers running on "Ticket is Created" event
If your "create child ticket" trigger fires off when a ticket gets created, it is possible that the child ticket that gets created will meet all of the same conditions –– especially if it inherits the data from the parent. That will cause the trigger to run on that child ticket, creating additional child ticket (grandchild of the original request), and that will happen again on the new ticket, and on the next one, running to infinity.
There are two ways to prevent this:
Since our child tickets are created through the API, you should include the condition "Channel is not Web Service(API)." This means that the trigger will not run on tickets created through the API.
- Myndbend child tickets automatically include the tag mpm_child_ticket. The trigger conditions should include "Tags contain none of the following" with mpm_child_ticket tag specified. With this tag condition in place, the trigger will not run on the child tickets created by Myndbend Process Manager.
Triggers running on "Ticket is Updated" event
When a child ticket gets created, Myndbend Process Manager automatically updates the parent ticket with tags and private comments. These updates are considered "update events" and may cause your triggers to run again.
If you want to make sure the "create child ticket" trigger runs only once, you need to add a stop condition for it. We recommend using tags for this. First, you'll specify a tag to be added to the ticket in the trigger actions. Then, in the trigger's conditions, you'll check to see if that tag exists. If it exists, the trigger will not run.
- Tags contain none of the following - mpm_trigger_ran
- Add tags - mpm_trigger_ran