Prevent reopening for certain mail content

Technical assistance
1

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:

  • Ticket is reopened

Steps to reproduce the behavior:

  • Set Trigger, send mail

Thank you!

2

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

3

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

  1. users can re-open the ticket with their answer
    or
  2. users can create a new ticket with their answer, without touching the original
    but there is no
  3. 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.

4

That option is not available in Zammadm, correct.

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5

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