Add Agent as subscriber by Ticket creation and per Trigger

Title: <Add Agent as subscriber by Ticket creation and per Trigger

  1. What is your original issue/pain point you want to solve?

Its not possible to add a Agent as subscriber when you create a Ticket. Aswell it isn´t possible to do this with a trigger.

  1. Which are one or two concrete situations where this problem hurts the most?

We have multiple locations in our company, but only one person centrally responsible for placing hardware orders for all these locations. For the ordering process and documentation, we use tickets where all the order-related information is collected. Depending on which location is ordering something, specific individuals are automatically added to the ticket as observers, so that everyone at the respective location is informed that an order is being placed and for whom it is intended. It should also be mentioned that it’s not just our IT department that places orders, but also other employees from different departments at the respective locations but only we from the IT department recive the hardware and need to setup this. Additionally, we have multiple orders daily, and manually adding observers would be a very time-consuming and labor-intensive task.

  1. Why is it not solvable with the Zammad standard?

Because there is no feature to add Agent as subscriber by ticket creation. You can use some Workarounds with overviews but we dont want to have to many overviews, because it can cause in performance problmes. Annother workaround would be per trigger wich sends a link to the respective agents where the agents can click on it and add them self as subscriber, but it would be easier and more comfortable when you can do it by ticket creation or automaticly per Trigger

  1. What is your expectation/what do you want to achieve?

It would be nice, if you can add this as a feature or possibilty in Incoming updates

1 Like

Please use the template provided.