Reacting on or retrieving the previous ticket state

[abooth]

Infos:

• Used Zammad version: 6.1.0
• Used Zammad installation type: Unsure
• Operating system: Debian 10
• Browser + version: Chrome

Hi there, I am looking at making our Zammad environment send some ticket data (via webhook) whenever one of these things happens:

1. The ticket state changes to “Pending Reminder” (I don’t care about the previous state)
2. The ticket state changes from “Pending Reminder” (I don’t care about the new state)
3. A ticket in state “Pending Reminder” is updated with new information (i.e. new articles, pending till date changes, owner, etc)

Is there any built-in way to check what a ticket’s previous state was, or even to send it’s audit history (with the state changes listed) down a webhook? Any solution is fine, I just couldn’t see anything native for it. If it can only be done with custom attributes to store the “last ticket state” in, so be it.
Thanks

[MrGeneration]

Bullet points 1 and 3 are no problem with existing trigger capabilities already, however, point 2 currently is not support by Zammad. You might be able to workaround that with an independent ticket object that gets updated by a trigger. Might be troublesome and possibly won’t work as expected though.