Creating a trigger with “Title contains ‘CLOSE’” and assigning the action to close the ticket should actually close the ticket
Actual behavior:
it ignores the trigger
Steps to reproduce the behavior:
Create a trigger with “Title contains ‘CLOSE’” and set the action to "close the ticket should actually close the ticket.
See settings in the image here attached:
@MrGeneration I created a trigger with the following conditions:
Conditions for the interested objects:
Title CONTAINS CLOSE
Action IS updated
closed_once IS no
Then apply:
email to client notifying him of the ticket being closed
state set to closed
closed_once YES
closed_once has been created as per suggestion of @Mr_P (system -> objects -> new attribute -> closed_once, boolean, active, default false, not visible nor editable by user), but it didn’t seem to work, the emails are ignored as before.
I try to reply to notification emails and setting CLOSE as the first keyword of the subject.
Any idea why it does not work?
Yes, I was trying to answer to agent notification emails; that was our use case, we want to be able to “manage” tickets via email from the agent-side.
I ended up using fdm to fetch email from imap and writing a set of scripts to feed a simple bugzilla installation.