Relative Time Trigger is not working

Technical assistance
1

Hey guys,

I have this trigger set up but it never fires. Can someone explain to me when the relative time actually starts counting?

image

I thought this trigger should fire off after a ticket has been sitting as pending reminder for 3 days and only if the last contact was by the agent.

What am I doing wrong?

Thanks for the help! :pray:

Infos:

  • Used Zammad version: 6.3.1.43d58aa51.saas
  • Used Zammad installation type: (source, package, docker-compose, …)
  • Operating system:
  • Browser + version:
2

Hello Ria,

I think you could accomplish that with the Scheduler instead of the trigger, not sure if it would work in triggers.

Regarding what you said “only if the last contact was by the agent” i am not sure if it would work like that, since even if the last contact is made from a customer, the conditions could still be fulfilled. You may create a trigger also to update the state of a ticket from “Pending Reminder” to “open” when a customer updates the ticket to avoid this issue.

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