Understanding "updated after property" Trigger

[ThomasSchädlich]

Hi guys,

I am investigating one why some tickets are not being enrolled to a workflow and I stumbled across this trigger:

Honestly, I don't understand it. It seems to trigger whenever the last email date is being updated - so we are not refering to the property itself but to the last update date of that property - with this only happening after the last update date of Ticket status.

But the Ticket status will in most cases always have been updated at least once at any point in time so the trigger feels useless.

Can you explain to me what it means? My issue is that some records are not being enrolled to the workflow. I suspect this trigger to be the culprit.

[ThomasSchädlich · Accepted solution]

Hi guys, thanks for your efforts. Sometimes some brainstorming is all we need. 

I believe I got it now: I thought that the trigger would fire on the EVENT of the "last email date" being updated. In this case, the point in time "Ticket status" was last updated would always be either unknown or before that date - that is why it did not make sense to me.

I got to realize this is not an event trigger, but a CONDITION a record has to fulfill additionally in order to be enrolled. It basically makes sure that the ticket status has not been updated since the last email was received so the flow can execute in direct reaction to that email.

@franksteiner79 "last email date" is a default property that is generally invisible through the HubSpot UI.

[ThomasSchädlich · Accepted solution]

Hi guys, thanks for your efforts. Sometimes some brainstorming is all we need. 

I believe I got it now: I thought that the trigger would fire on the EVENT of the "last email date" being updated. In this case, the point in time "Ticket status" was last updated would always be either unknown or before that date - that is why it did not make sense to me.

I got to realize this is not an event trigger, but a CONDITION a record has to fulfill additionally in order to be enrolled. It basically makes sure that the ticket status has not been updated since the last email was received so the flow can execute in direct reaction to that email.

@franksteiner79 "last email date" is a default property that is generally invisible through the HubSpot UI.

[karstenkoehler · Accepted solution]

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@ThomasSchädlich wrote:

I got to realize this is not an event trigger, but a CONDITION a record has to fulfill additionally in order to be enrolled. It basically makes sure that the ticket status has not been updated since the last email was received so the flow can execute in direct reaction to that email.

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Correct, you can also find more context around this here: https://knowledge.hubspot.com/workflows/add-re-enrollment-triggers-to-a-workflow

[franksteiner79]

Hi @ThomasSchädlich 

I assume this is a ticket workflow. What exactly is the workflow supposed to be doing and what other triggers/filters are there?

Is the "last email date" a HubSpot default property or a custom property created by you?

As far as I know "last email date" isn't a default property, at least I can't find it anywhere in my Enterprise portal, so the issue might be more to do with getting a clear definition of what that property is and does and if it even makes sense using this for your workflow scenario.

Disclaimer - I have limited experience with the Service Hub side of HubSpot, so might be missing something obvious when it comes to "last email date".

Frank

[karstenkoehler]

Hi @ThomasSchädlich,

There is an implicit "last" in there as far as I know. Last email date was updated after property Ticket status (was last updated).

If you have tickets that don't meet the enrollment criteria, I'd recommend comparing the time stamps. If what you're seeing doesn't add up it might be a bug which I'd suggest you take to HubSpot support directly in-app via chat or email.

Best regards!