Email trigger on status change or new message

Technical assistance
1

Infos:

  • Used Zammad version: 6.2.0
  • Used Zammad installation type: source
  • Operating system: Windows 11
  • Browser + version: Firefox ESR 115.8.0

Expected behavior:

An e-mail should be sent to the customer when the status changes or a new message is sent.

Actual behavior:

I have created a trigger. An e-mail is also sent, but with every new message or change of status, all previous contents of the variable ticket.body are also sent in the e-mail.

Here are screenshots of the trigger and the e-mail sent:

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Screenshot 2024-03-20 133846
Screenshot 2024-03-20 133846719×573 29.7 KB

Screenshot 2024-03-20 133947
Screenshot 2024-03-20 133947511×625 11.8 KB

Steps to reproduce the behavior:

Reply to a ticket via note or change status

2

Hi @tig99.

Instead of #{article.body}, maybe #{created_article.body} will help you.

3

Hi,

The variable #{created_article.body} does not appear as a selection.

4

Well…

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5

Why the diversion of writing a public article and sending out an automated e-mail via trigger, when you can simply send an e-mail to the customer?

Customers usually don’t care for the “status” of a ticket, they want a solution to their problem. The status is a tool for the agents to know, if they have something to do, or not.