Previous Agent should be retrievable

Hi,

we are using zammad now since a few months and we got an interesting request.
When the Agent of any ticket changes it would be nice, when Zammad would trigger an email.
Which tells the name of the previous Agent and the new one. → "Your Agent changed from “firstname” “Lastname” to “new_firstname” “new_lastname”.

Zammad has certain values, but none can achive that…

#{user.updated_by.lastname}
#{user.lastname}
#{article.origin_by.lastname}
#{article.created_by.lastname}
#{ticket.owner.lastname}

So, we build a trigger “when Agent changed” send a mail like:
Owner was: #{ticket.owner.firstname} #{ticket.owner.lastname} and is now #{ticket.updated_by.firstname} #{ticket.updated_by.lastname}.

It would fill in the same name twice.

We would need something like #{ticket.previous_owner.lastname}, right?

1 Like