Infos:
- Used Zammad version: 3.1
- Operating system: Ubuntu 16.04.
- Browser + version: Chrome, 77.0.3865.90
Expected behavior:
- Create a new Ticket State ‘in progress’ with state_type_id=2 (open). When ticket state is ‘in progress’ and customer replies the state should remain ‘in progress’
Actual behavior:
- on customer reply the ticket state is set to ‘open’
Steps to reproduce the behavior:
- set state to new generated state ‘in progress’.
- reply on ticket
I tried to solve it by generating a trigger but this did not work.
Trigger Cond:
State is ‘in progress’
action is ‘updated’
(sender is ‘customer’)
Action
state = ‘in progress’
Any suggestions to solve this?