Reopen ticket on change by agent

Technical assistance
1

Infos:

  • Used Zammad version: 3.3.x
  • Used Zammad installation source: docker
  • Operating system: Ubuntu 18.04
  • Browser + version: Firefox 68.8.0

Expected behavior:

  • When a ticket is closed (status closed) and some agent starts working on that ticket again for some stupid reason, I want the ticket state to be set to a new state “reopended”. Is this possible somehow using triggers?

Actual behavior:

At the moment, i do the following using the trigger:

  • state is “closed”
  • action is “update”

Then do:

  • set state to “reopened”

But at the moment, this reopens the ticket directly after closing the ticket for some reason. Is there any advise? Did is miss something?

Steps to reproduce the behavior:

2

The ticket instantly reopens, because you’re updating the ticket to the state closed which completely satisfies the trigger condition in that moment.

At the time being you could only check for such situations if an agent does create an article. The sender attribute should help you here.

If that doesn’t fit for you, because your agent does change meta information and doesn’t add articles, I’m afraid it’s not possible.

3

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