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