New ticket state persistent on follow up


  • 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’)

state = ‘in progress’

Any suggestions to solve this?

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