I am trying to create a custom trigger for requests that will trigger automatically when the Status changes to Open. These requests have an approval process in place and before the approval has been given, the status will be initially placed On Hold.

To do this, I have created a custom trigger that will be triggered on creation and on edit. I can see that the script runs when when the ticket is created but when the status is changed automatically to open after the request has been approved, it does not appear to run.

I tested making changes to requests manually, eg going into the request and editing the status on my own, and only then does the script appear to run.

So my question is this: Does the custom trigger 'on edit' option only run when a request is manually edited, or is it supposed to also run when the request is changed by the system itself or possibly an API?

If it is only the former (manually edited), then I think it is a lot less useful.