Custom field not changed on follow up trigger


  • Used Zammad version: 6.2.0-1707496797.3f235949.jammy
  • Used Zammad installation type: package
  • Operating system: Ubuntu 22.04
  • Browser + version: Chrome, latest

Expected behavior:

  • A clone of the default “auto reply (on follow-up of tickets)” trigger should change a custom single-select field on the updated ticket instead of sending an email

Actual behavior:

  • The custom field is not changed at all after the customer sent a reply

Steps to reproduce the behavior:

  • I created a new trigger by cloning the default trigger “auto reply (on follow-up of tickets)”
  • I did not change the conditions for affected objects. So at “Type is” email, phone and web is still selected as it triggers correctly in the default trigger.
  • I removed the default send email action and configured it to only change a custom single-select field to a specific value
  • Create a ticket, set the custom field to a different value than what the trigger should set it to and have the customer reply to it

Screenshot of the trigger I created: