Hello,
I have a problem with an Zammad-Trigger:
Infos:
- Used Zammad version: 5.3.1
Zammad-Trigger:
- State is closed
- Action is updated
- From contains example@example.com
- Subject contains “How was your experience?”
Expected behavior:
- If the ticket is already closed, it will not be reopened
Actual behavior:
Steps to reproduce the behavior:
Thank you!
You cannot overcome Zammads reopen behavior on tickets unless you choose tickets not being allowed to be reopened at all. See the group settings for that:
https://admin-docs.zammad.org/en/latest/manage/groups/settings.html
If I understand the documentation right, you can prevent the user’s answer from re-opening the ticket but you cannot prevent it from opening a new ticket.
Which means the configuration choices are either
- users can re-open the ticket with their answer
or
- users can create a new ticket with their answer, without touching the original
but there is no
- further answers to a ticket are just ignored and cause no action anywhere
Please correct me if I’m wrong, option 3 is the one I am specifically looking for.
I understand the original question is answered in a strict sense as the ticket is indeed not re-opened. But in my opinion the answer triggering a new ticket is a form of re-opening the previous ticket, since it generates a ticket the agent still has to deal with.
That option is not available in Zammadm, correct.
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