Core Workflows: Organization Condition not considered for Agent Roles

  • Used Zammad version: 6.0.0-1692274182.dc2cda65.jammy
  • Used Zammad installation type: Package
  • Operating system: Windows 11 Enterprise
  • Browser + version: Edge, Opera, Chrome (current)

Expected behavior:

The groups added from 2nd workflow listed below are added for agent role (or roles cloned from it) as well as the groups from the 3rd workflow.

Actual behavior:

The groups in the 2nd workflow below are only added for “customer” role (or roles cloned from it).

Steps to reproduce the behavior:

I have my first core workflow (priority1) which clears all groups from the group selection:

I have the 2nd workflows (priority 2’s) which then adds back a user’s organization’s groups to the selection based on an organization condition (I have a separate clone of these core workflows for each organization):

I then have the 3rd workflows (priority 3) which then check to see if the user is an Agent role (I have cloned the agent role for each org (so IE: “Agent - Test Organization - IT”), and if so, add my own company (I am an MSP providing service to these organizations) to the select list (the intention here is to allow their IT agents to escalate their tickets to our organization if they need help):

As a customer of Test Organization, the 2nd workflow is adding the organization’s groups:

As an IT agent of Test Organization, the 2nd workflow is not adding the organization’s groups, only the groups from the 3rd workflow are added:

Hey @bahusafoo,

you need to find a way to isolate your issue on a plain system in a simple way. Nobody has your data, so it is very hard to reproduce this issue. For example, I tried to reproduce your issue on the following way but failed:

1 Like

My issue was not realizing it wouldn’t default to the agent as the customer - after testing with agent selecting themselves, all is well!

New to Zammad, this was just lack of knowledge from a workflow perspective - learning as I go!

Thanks for your time and attention!

This topic was automatically closed 7 days after the last reply. New replies are no longer allowed.