Order of changes in a trigger

Technical assistance
1

Infos:

  • Used Zammad version: 6.5.1
  • Used Zammad installation type: docker-compose
  • Operating system: Linux
  • Browser + version: Firefox 145.0.1

I creted several triggers where based on the subject of an incoming e-mail, the agents group is changed. The corresponding agents group should then get an e-mail that a new ticket for them has been created. For a better understanding: we provide visites at the observatory for german speaking classes, french speaking classes, private groups … and all tickets are handled by different persons (user/agent groups).

I’m not sure if this is a bug or it’s as designed. Ticket dipatching and notification get’s a bit complicated that way.

Expected behavior:

  • In the trigger I can specifiy the group change and then send an e-mail to all agents
  • only the agents of the newly assigned group get an e-mail

Actual behavior:

  • As soon as I save the trigger, the e-mail “change” gets moved to the top and the e-mail is sent to te default group and not the specified agent group.

Steps to reproduce the behavior:

  • Define a trigger with first a change of the groupe and second the send e-mail change.
  • Save the trigger
  • Open the trigger again and then the send e-mail change has been moved to the top

Thanks for any insight!
Aurel

2

You can not define any action order inside a trigger, this is currently an alphabetical output and also execution.

A workaround would be to have two triggers (one which is changing the group and one which is then sending the notification). Triggers are also executed in alphabetical order, so you can name the triggers like that.

3

Hello Dominik
Thank you very much. Then I’ll do it that way.
I was just a little bit irritated since the screen shots in the trigger documentation also have the e-mail change below other settings:

But I can live with separated triggers.
Kind regards and thanks again
Aurel