I’m sorry. i updated my request. The problem is that i can’t find any log. everything looks like working great. The only problem is that i can’t manage to organize ticket beacuse i can’t trigger the last response.
When a customer add an answer after mine, i add tag “To Answer”. Than i create a view where there are all ticket that should be answered.
the aim is to create a view where agent can simply answer to all ticket that need it.
No this shouldn’t be the reason for this.
Are you sure you’re sending from a mail address that is not one of a agent? Because this would cause the above to not work.
To re-queue your Backgroundjobs, run zammad run rails r "p Delayed::Job.where('last_error LIKE ?', \"%elasticsearch%\").each {|job| Delayed::Worker.new.run( Delayed::Job.find(job.id) )}" and you should be fine. Ensure your elasticsearch is reachable and working before
Your trigger in the screenshot above is checking if the sender of the mail is a “Customer”.
This means if you’re using a mail address that’s registered as user with not the customer role but agent or admin, Zammad will ignore this trigger if you’re sending from such a mail address.
Simply, because the trigger has been told to do so.