Creating a new object under the User section to monitor SLA PAID status.

Technical assistance
1

Infos:

  • Used Zammad version: 6.3.1

Expected behavior:

I would like to create two new custom objects under the User section to monitor the SLA Paid Status. If the SLA contract is not paid, Zammad should automatically trigger a notification—either through a trigger or a scheduler—to alert the assigned agent that a specific customer has an unpaid SLA contract.
*

Actual behavior:

Steps to reproduce the behavior:

Go to settings > System > object > User
Create field : Last Paid , format : date
Create field : SLA Paid , format : Boolean Yes / No

Create scheduler

  • example Name : Paying customer check
  • Monday 09:30
  • Object : user
  • Conditions for affected objects: Role is Customer, Last paid before (relative) : 1 Years
  • Execute changes on objects : SLA Paid: Yes

CREATE TRIGGER
Name : SLA Contract Breach
conditions for affected objects * : SLA Paid is Yes
Execute Changes on Objects : Email internal, receipient : A , setup the body email etc…

Ticket is not being generated when I create a custom object under the User section. Is it a normal behavior?

2

Your instance is highly outdated. It is prune to several security issues and has outstanding bug fixes. Please upgrade asap. We’re currently at Zammad 6.5.

Yes it is. Triggers are ticket based only, as outlined by our documentation:

3

Noted , thank you for the update.

However if I’m still using Zammad 6.3.1 for the time being. I want to be notified if a specific customer has not paid their SLA contract for more than 6 months. Is there a workaround to set this up?

What additional custom fields should I create in the User object if required to support this logic, and how can I automate the agent notification? Should i use scheduler instead? Can you please provide an example screenshot.

I understand that trigger has some limitations.