Rules for assign tags and assign users based on tags?


  • Used Zammad version: 5.1
  • Used Zammad installation type: docker-compose
  • Operating system: Ubuntu LTS
  • Browser + version: Firefox

Expected behavior:

If a customer adds a ticket, it should be assigned tags based on the keyword rules (working). In a second step the authors should be assigned based on the rules of tags (not working)

Actual behavior:

  • ticket gets tags but no author.
  • Even if manually changing tags to update the ticket, no author is set (still unassigned)

Steps to reproduce the behavior:

  • create trigger - on ticket creatiion which assign tags based on keywords
  • create trigger - on ticket update which filters for update action and if user is unassigned. It checks also certain tags and if any applies the owner is assigned to agent A.

Adding tags technically is not a ticket update and thus does not trigger triggers.
If the assign step you’re talking about is running in the same context, ensure that the trigger of the assign step is named in a way so it runs after the tag assignment trigger.

If that doesn’t help in your use case, you might want to consider using scheduler tasks.

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