Dear all
As I did not get any feedback on my previous post (How do you handle "passive" tickets?) I am trying another approach and I would like to know whether this is even possible in zammad.
Situation:
If I send an email from outside of zammad from a known sender support@acme.com
to support@acme.com
to a ticket [T#1234]
the ticket state will always change to open
. This is not a wanted behaviour. The system should see this “external” email as an agent response without changing the current state of the ticket.
Solutions tried:
- Use Postmaster filter to modify the article:
-
from
containssupport@acme.com
> setsender
toagent / system
Changing the sender does not work / does not change the behaviour. ticket goes form state X toopen
- Use Triggers to reset the state:
- Well at this point it is too late to change the article / ticket. the Ticket was already set to
open
and the previous state is lost…
Is this behaviour desired or do I miss something?
In my opinion a message received from support@acme.com
to an existing ticket in support@acme.com
should be treated as if an agent has sent the message but no changes to the state should be made (this is the behaviour if you are replying on a pending ticket via web ui…)
BR wucherpfennig