Examples

Let's look at some examples of how triggers work in Tracker:

• How to automatically pick assignees based on status or component.

• How to automatically invite assignees based on the status or field value.

• How to automatically notify a user after an issue was created based on a request sent to the support team via email.

• How to automatically notify a user after an issue was created based on a request sent to the support team via Yandex.Forms.

• How to set up notifications in messengers via HTTP requests.

Pick assignees automatically

Different stages of a project are often handled by different employees. When an employee does their part, they transfer the issue to another assignee. In Tracker, each issue stage has its own status. When an issue receives a status update, a new employee can be automatically assigned to work on the issue with a trigger.

However, sometimes employees only handle issues related to their field of expertise and don't collaborate on a single issue. For example, each support team member only processes requests related to the product they were assigned to. To manage this kind of workflow, you can configure components so that they correspond to specific products. When a specific component is added to the issue, the employee responsible for the corresponding product is automatically assigned to work on it via a trigger.

Let's set up a trigger that automatically picks an assignee for our issue:

1. Make sure every employee you might want to assign has full access to Tracker.

2. Go to queue settings, open the Triggers section, and click Create trigger.

3. Set the trigger to react when the issue's Status or Components change:

   1. Choose Conditions to be met → All.

   2. Add the condition Event type → Issue changed.

   3. If you want a new assignee to be picked after a status update, add the following condition: System → Status → Field value became equal to and specify the status.

      

      If you want a new assignee to be picked after a component changes, add the following condition: System → Components → Field value became equal to and specify the components.

      

      Note

      This trigger only works if only one component is specified in the issue.

4. Set a trigger action:

   1. Add the action Change field values.

   2. Choose System → Assignee → Set value and specify who should be picked as the assignee after the trigger is executed.

      

5. Save your trigger.
   To see if you trigger works, pick any issue from the queue with the added trigger and change the issue's status or components.

Invite assignees automatically

After completing an issue, the assignee may forget to specify some important information, such as time spent. In this case, you can configure a trigger that will automatically invite the assignee if the issue is closed and the time spent is not specified:

1. Go to queue settings, open the Triggers section, and click Create trigger.

2. Set the trigger to react when the issue is closed with the Time spent field being empty:

   1. Choose Conditions to be met → All.

   2. Add the condition Status → Field value became equal to → Closed.

   3. Add the condition Time spent → Field value empty.

3. Set trigger actions:

   1. Add the Add comment action.

   2. Click , find the line Invite users from a field, and enter Assignee.

   3. Enter the comment to be displayed to the assignee and choose Send as robot.

4. Click Create to save the trigger.

   

When closing any issue that does not specify the time spent, the robot will create a comment and invite the assignee.

Send a notification when an issue is created from an email

Let's say the support team is processing user requests in Tracker. Users contact the support team via email, and those emails are used as the basis for issues in Tracker.

Let's set up a trigger that automatically sends an email to the user telling them that their request has been registered:

Step 1. Configure email integration

You need to set up email integration if you want to send emails right from Tracker and create issues from incoming emails:

1. Set up an email address for the queue that will create issues from user requests.

   If you can't create such an address, this means your organization doesn't have its own domain. You need a domain to create mailboxes and newsletters. This includes creating queue addresses. A domain is free to add in Yandex.Mail 360 for Business.

2. Set up sender names and signatures if needed.

3. If users aren't your organization's employees:

   1. Allow accepting email from external addresses.

   2. Allow sending email from issue pages to external addresses.

Step 2. Set up a trigger for sending email

Set up a trigger that automatically notifies users by mail when a new issue is created based on an email:

1. Go to queue settings, open the Triggers section, and click Create trigger.

2. Set the trigger to fire when a new issue is created based on an incoming email:

   1. Choose Conditions to be met → All.

   2. Add the condition Event type → Issue created.

   3. Add the condition Email → Created by email to → Equals string and enter the email address to your queue.

   4. Enable Ignore case so that the queue address isn't case sensitive.

   

3. Set sending a message as the trigger action:

   1. Choose the Add comment action.

   2. Enable the Email option.

   3. In the To field, add the variable with the address of the user who sent the request. To do this, select the To field, click Add variable, and choose Email → From.

   4. Write the email. You can add issue fields to your message by clicking Add variable.

   

4. Save your trigger.

   To see if the trigger works, send an email to the queue address.

Send a notification when an issue is created based on a form

Let's say the support team is processing user requests in Tracker. Users contact the support team via a feedback form created in Yandex.Forms. A Tracker issue is then created based on that form.

Let's set up a trigger that automatically sends an email to the user telling them that their request has been registered:

Step 1. Configure email integration

You need to set up email integration if you want to send emails from Tracker:

1. Set up an email address for the queue that will create issues from user requests.

   If you can't create such an address, this means your organization doesn't have its own domain. You need a domain to create mailboxes and newsletters. This includes creating queue addresses. A domain is free to add in Yandex.Mail 360 for Business.

2. Set up sender names and signatures if needed.

3. If the users aren't employees of your organization, allow sending email from issue pages to external addresses.

Step 2. Set up a form to register requests

To create issues from requests sent through forms:

1. Go to Yandex.Forms and create a new form.

2. Add questions that let users provide relevant information necessary to register their request.

   If you want to know the user's email address, add the Email question and make it a required field.

   

3. Set up Tracker integration for the form:

   1. Specify your queue and other issue parameters.

   2. Use the Issue description field to add answers to the questions included in your form.

   3. If you want to save a user's email address in your issue parameters, add the From field and choose Variables → Answer → Email.

   4. Save your integration settings.

   

4. Publish the form.

Step 3. Set up a trigger for sending email

Set up a trigger that automatically notifies users by email when a new issue is created from a form:

1. Go to queue settings, open the Triggers section, and click Create trigger.

2. Set the trigger to fire when a new issue is created based on an incoming email:

   1. Choose Conditions to be met → All.

   2. Add the condition Event type → Issue created.

   3. Add the condition Email → From → Field value became not empty.

   

3. Set sending a message as the trigger action:

   1. Choose the Add comment action.

   2. Enable the Email option.

   3. In the To field, add the variable with the address of the user who sent the request. To do this, select the To field, click Add variable, and choose Email → From.

   4. Write the email. You can add issue fields to your message by clicking Add variable.

   

4. Save your trigger.

   To see if your trigger works, fill out the form you integrated with Tracker.

Send notifications to instant messengers

Messengers are a great way to quickly notify employees about important events. If a messenger has an API, you can use Tracker to set up a trigger that sends HTTP requests to the messenger's API when certain events occur. For instance, a request can be triggered once an error with the critical priority status is added to the queue.

To view examples for setting up triggers that send notifications to Slack and Telegram, see Messenger integration.