Used Zammad version: 7.0.1-1776265154.aa2a8181.jammy
Used Zammad installation type: package
Operating system: Ubuntu Jammy
Browser + version: Firefox
Can anyone help me understand why this trigger is not working as I’d expect it to?
Requirement: All emails that are coming in between now and Friday evening should be replied to with the same message (holiday message).
My trigger (selective):
Match all (AND)
Type is email
Sender is Customer
Updated at - after (absolute) - 29.04.2026 17:00 (that was 7 hours ago from now)
Updated at - before (absolute) - 01.05.2026 17:00 (that’s tomorrow evening)
Match any (OR)
Action is created
Action is updated
I sent 10 test emails from my private email address (set as customer), none of them would trigger a reply. I tried removing the second updated at condition, no change. I tried switching from selective to always, no change. I tried entirely removing the OR clause with the two actions, no change.
Triggers operate on ticket updates and the updated_at timestamp, not the timestamp of the incoming email. When you set absolute dates in the future they must encompass the actual updated_at of the ticket (which is stored in UTC on the server). If your server is running in UTC and you specify 29.04.2026 17:00 using your local timezone, the actual comparison may not match, so the rule never fires. Also, the Action is created/updated part is redundant; an incoming email will always be article created, so you don’t need to OR against update events.
A couple of things to try:
Temporarily remove the date conditions and see if the trigger fires – that will confirm the rest of the logic works.
Place your holiday trigger above other triggers, and make sure no earlier trigger has the “stop processing triggers” flag set.
If you need an out‑of‑office reply for a fixed period, it’s often easier to activate it manually or use a scheduler instead of absolute date conditions. You can enable the trigger when you go on holiday and disable it when you return.