Mail trigger on new tickets does not work

[sandrobuetler]

Infos:

• Used Zammad version: 3.6.x

• Used Zammad installation source: DEB -> Install on Ubuntu via DEB — Zammad documentation

• Operating system: Ubuntu 20.04

• Browser + version: Chrome Version 89.0.4384.0 (Official Build) dev (x86_64)

• I installed a new Zammad instance and set up a IMAP/SMTP Mailbox:
  

  

• Then I set up a trigger to inform the customer that his ticket was created:
  

  

• Then I set up a trigger to inform the customer that his ticket was closed:
  

  

Expected behavior:

• The customer should receive an email right after the ticket was created & when it’s closed

Actual behavior:

• The customer only gets an email when a ticket is closed, but not when a ticket was created. But in the Zammad Ticket Stream both emails are listed:
  
  

Steps to reproduce the behavior:

• I did a complete reinstall of the instance and got the same behavior.

Any ideas?

Kind regards
Sandro

[awedor]

The trigger is correct and if Zammad logs that it sent an e-mail and the user didn’t receive it you will have to study logs on your mailserver to find the reason. Also look into the /var/log/zammad/production.log to see what it says there about the mail.

On a side note: you should add “action is updated” to your ticket closed notification trigger.