Hello,
I need a way to build a workflow that trigger on when the “Ticket Owner” field changes from one person to any other person on the team. I would like to be notified when that trigger happens but can’t find a way to trigger “when x field changes do y”. Is there such a thing in HubSpot workflows?
Hi @DMiller95,
The filter criterion would simply be “Ticket owner is known”. HubSpot interprets “is known” as “has changed” when re-enrollment is enabled.
Best regards!
Hey Karsten! Thanks for the reply. So would this also trigger when the ticket goes from “blank” to “value”? If so, that obviously happens on every ticket and that would create a lot of noise. Is there a way to validate it goes from one value to another value and filter out blank-to-value cases?
Hi @DMiller95,
An empty Ticket owner field would not trigger the workflow, as that would be “is unknown”. If you re-enroll for “is known”, only changes from known value to known value will trigger the workflow.
Best regards!
Hi @DMiller95,
My bad, I didn’t think this through properly.
You’re right, the first assignment of an owner would trigger this workflow. The only way I see around this is by creating a custom property which keeps track of whether someone enrolls for the first time or not. This could be a checkbox.
The workflow would, after enrollment, branch into two branches.
First branch: first time enroller, custom checkbox property is empty. After this branch, the custom checkbox property is checked.
Second branch: second time or later, custom checkbox property is checked. After this branch, the notification is sent.
My apologies for the initial incorrect information. Let me know if you have any follow-up questions!
Best regards!
@DMiller95 I would go about this a little differently to @karstenkoehler and use ‘Ticket owner is known AND ticket owner has ever been any of user 1, usser 2, user 3 …’
Once this is turned on, it will only enroll contacts whose ticket ower has been updated today but who who had already had an owner assigned in the past.
You just need to make sure to list all possible ticket owners in the ‘ticket owner has ever been’ field.
Do also make sure to turn on reenrollment and to update the workflow when you add new users to your team.
The benefit of @karstenkoehler solution is that you won’t need to update the workflow when new users join your team.
I hope this helps!
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Hi @Olivia_Bagnall,
Thanks for the different perspective! Wouldn’t “has ever been” also include the current value? (Looking at it grammatically it should 
)
Best regards
@karstenkoehler Oh good point!! I tested it and you are completely right.
@DMiller95 I would go with Karsten’s solution here of the custom checkbox properties.
Ok sounds good! I’ll give that a try. Thank you both!
Thanks for checking, @Olivia_Bagnall!
Oh interesting! Thanks! I will give that a try.
Appreciate both of your feedback!
