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Send a slack update when the priority of a ticket is downgraded from a P1, P2 to P3, P4

Hello, we are intenstly monitoring our S1, S2 tickets. I have written automation to provide a slack notification when a ticket gets a S1, S2 status either on create or update.


What I would like help solving is: send a message to slack when a ticket has been downgraded from a S1, S2 to a S3, S4, S5, but do not send notification for every S3, S4, S5 ticket. 

The reason is that we want to avoid the noise of S3, S4, and S5s, and only be notified when a S1, S2 is opened, solved or has been downgraded.



I have written the below automation but I get notices whenever a ticket gets assigned a S3, S4, S5. Instead I want it to notify when:

  • Status used to be S1, S2
  • Status has been downgraded to S3, S4, S5


 Screenshot 2023-11-17 at 1.57.34 PM.png


Thank you for your help!

1 answer

0 votes
Trudy Claspill
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Nov 17, 2023

Hello @Joshua Kramer 

When using the Field Value Changed trigger you have access to a special smart value called {{fieldChange}}.

You will need to add a condition to check what the value of the field was before it was changed to see if it was S1 or S2.

Using the document link I provided you can find instructions on how to access the original value of the changed field, through the {{fieldChange}} smart value.

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