Pending Close -> Closed transition not triggering ticket update


I’m trying to setup a trigger that changes a custom boolean object in a ticket from No to Yes when a ticket is closed. The problem I’m running into is that when a ticket changes from Pending Close to Closed, it doesn’t seem to initiate this trigger. What am I missing?

  • Used Zammad version: 3.3.x

Expected behavior:

  • Pending close -> Closed triggers “Ticket is updated” trigger action

Actual behavior:

  • It does not trigger it

Steps to reproduce the behavior:

  • Set up a trigger with the following Criteria:
    ** Action is updated
    ** State is closed
    ** Send public email notification to customer
  • Set a ticket to “Pending close” with a pending til value
  • Wait until pending til
  • Ticket changes from pending close to closed but no notification is sent

That’s correct behaviour.
System based ticket updated are technically an update on the affected ticket, but do in Zammad logic not count as updating a ticket. This also counts for e.g. tags being added (even though this adding is done immediately).

The documentation currently is not too clear about this, as it’s currently in QA. The next documentation version will clarify that better.

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