Question about triggers

Infos:

  • Used Zammad version: 6.2.0
  • Used Zammad installation type: (source, package, docker-compose, …) package
  • Operating system: Linux
  • Browser + version:

Expected behavior:

I want an email notification for the customer for EVERY change (status and notes).
First trigger is: “Action is created”. Customer does receive a message.
Second trigger is: “Status has been changed”. Customer does NOT receive a message. Why not?
How do I have to create the trigger(s)?
Thank you.

Can you share the trigger you created that isn’t working?

2 Likes

As I wrote above:
Trigger 1: “Action: ss created”
Trigger 2: “Status: has been changed”
What am I doing wrong?

for others to be able to help you, you need to share the whole trigger settings, not only the name or one specific setting within the trigger

1 Like

here is a configuration that works for me
(the specific group the ticket is in, needs to have an outgoing email account set)

1 Like

Your Trigger is my second one…

My first one:

State changed as in ticket state changed.
Thus is the update did not cause a state change (e.g. by reopening the ticket) then the trigger won’t fire.

But I’ve changed the ticket manually: owner and state. Why doesn’t my second trigger ("State: Changed) fire?

post your own second trigger
maybe there’s a small subtle difference??

My second trigger:

oh… i see something:
you’re using “sender of last article”… if an agent has written the last article or the system, your customer won’t be the receiver, but your agent

use “customer” (Kunde)

1 Like

Great! This works! Thank you!
One last questions: where do I find a list of “placeholders” like #{ticket.customer.firstname}?

In our documentation:
https://admin-docs.zammad.org/en/latest/system/variables.html