triggers.csv

This page explains the configuration file of triggers.

Table of contents

• Sample
• Parameters
• The conditions parameter under which a trigger will execute
• The actions parameter which a trigger will execute
• Zenform typical description format
  • When you want to set field to custom_field_<id>
  • When you want to set field to ticket_form_id

Sample

example/configurations/triggers.csv

Parameters

See also Zendesk official document, because parameters except slug are based on the Triggers API.
Details of conditions and actions are described in later chapters.

Name	Type	Req. / Op.	Description
slug	string	Required	The identifier for Zenform ex. trigger_send_mail
title	string	Required	The name of trigger ex. Send E-mail
position	int	Required	An integer to determine execution order of triggers. Triggers are executed in ascending order of this param. ex. -9, 0, 5
conditions.all.fields	string[]	Required	The parts of conditions param under which a trigger will execute
conditions.all.operators	string[]	Required	The parts of conditions param under which a trigger will execute
conditions.all.values	string[]	Required	The parts of conditions param under which a trigger will execute
conditions.any.fields	string[]	Required	The parts of conditions param under which a trigger will execute
conditions.any.operators	string[]	Required	The parts of conditions param under which a trigger will execute
conditions.any.values	string[]	Required	The parts of conditions param under which a trigger will execute
actions.fields	string[]	Required	The parts of actions param which a trigger will execute
actions.values	string[][]	Required	The parts of actions param which a trigger will execute

The conditions parameter under which a trigger will execute

This parameter can control triggering conditions using conditions.all ( AND conditions ) and conditions.any ( OR conditions ).
Either condition must have at least one condition.

Format of conditions

Example

In triggers.csv format, you can describe conditions "When a ticket, whose priority is higher than normal OR which has a tag hello, is updated" as below.

conditions.all.fields	conditions.all.operators	conditions.all.values	conditions.any.fields	conditions.any.operators	conditions.any.values
["update_type"]	["is"]	["Change"]	["priority","current_tags"]	["greater_than","includes"]	["normal","hello"]

field, operator, and value of each condition are shown as below.

condition	field	operator	value
all[0] ( when a ticket is updated )	update_type	is	Change
any[0] ( a ticket whose priority is higher than normal )	priority	greater_than	normal
any[1] ( a ticket with a tag hello )	current_tags	includes	hello

Size Restriction

conditions.all.[fields|operators|values] must be the same size, and also conditions.any.[fields|operators|values].

In the previous example, a size of all conditions.all.[fields|operators|values] is 2, and a size of all conditions.any.[fields|operators|values] is 1.

Format in Zendesk API

conditions.[all|any].[fields|operators|values] parameters are merged into an associative array and are sent as conditions parameter in Zendesk API as below.

{
  ...
  "conditions": {
    "all": [
      { "field": "update_type", "operator": "is", "value": "Change" },
    ],
    "any": [
      { "field": "priority", "operator": "greater_than", "value": "normal" }
      { "field": "current_tags", "operator": "includes", "value": "hello" }
    ]
  }
  ...
}

See Zendesk official document and the later chapter "Zenform typical description method" for further details of field, operator, and value.

The actions parameter which a trigger will execute

This parameter defines actions executed by the trigger.

Format of actions

Example

In triggers.csv format, you can describe actions "Set a status of the ticket as open, and send an E-mail to the requester" as below.

actions.fields	actions.values
["status","notification_user"]	[["open"],["requester_id","subject","body"]]

field and value of each action are shown as below.

action	field	value
Set a status of the ticket as open	status	["open"]
Send an E-mail to the requester	notification_user	["requester_id","subject","body"]

The argument size of value depends on field.

value must be wrapped by an array even if it has only one argument.
You can see that the value of the field status is not "open" but a array ["open"] in the previous example.

Size Restriction

actions.fields and actions.values must be the same size because Zenform convert them by element-wise combination.
In the previous example, both of them have 2 elements.

Format in Zendesk API

actions.fields and actions.values are merged into an array and are sent as actions parameter in Zendesk API as below.

{
  ...
  "actions": [
    {"field": "status", "value": "open"},
    {"field": "notification_user", "value": ["requester_id","subject","body"]}
  ]
  ...
}

See Zendesk official document and the later chapter "Zenform typical description method" for further details of field and value.

Zenform typical description format

If you want to set field or value to the ID of ticket field or ticket form, use slug instead of the ID,
because Zenform can not get their IDs before creating them.

When you want to set field to custom_field_<id>

Set field to slug of the ticket form instead of custom_field_<id>

Example

When there is a ticket field OS as below,

slug	title	...
ticket_field_os	OS	...

a condition "When a value of the ticket field OS is iOS" is defined as below,

slug	conditions.all.fields	conditions.all.operators	conditions.all.values	...
trigger_ios	["ticket_field_os"]	["is"]	["iOS"]	...

and an action "Set a value of the ticket field OS to Android" is defined as below.

slug	actions.fields	actions.values	...
trigger_android	["ticket_field_os"]	["Android"]	...

When you want to set field to ticket_form_id

Set value to slug of ticket form instead of the ID.

Example

When there is a ticket form Opinion as below,

slug	name	...
ticket_form_opinion	Opinion	...

a condition "When a ticket form is the form Opinion" is defined as below,

slug	conditions.all.fields	conditions.all.operators	conditions.all.values	...
trigger_opinion	["ticket_form_id"]	["is"]	["ticket_form_opinion"]	...

and an action "Change a ticket form to the form Opinion" is defined as below.

slug	actions.fields	actions.values	...
trigger_change_form	["ticket_form_id"]	["ticket_form_opinion"]	...