Sending mail via "Trigger" does not work

Technical assistance
1

Infos:

  • Used Zammad version: 2.9
  • Used Zammad installation source: (source, package, …) RPM
  • Operating system: CentOS
  • Browser + version: Any

Expected behavior:

  • Sending the email to the creation and closure of the Ticket, as configured in the trigger.

Actual behavior:

  • E-mails are not sent even if they match the trigger.

Steps to reproduce the behavior:

  • Sending mail for ticket creation and subsequent closure

Good morning,
I have correctly configured two Triggers, which send the email to compare the opening and closing of the ticket, initially it worked correctly but now (months later) I realize that it is not working. How can I identify the cause of the problem?

I’ve checked several times, both Triggers are correct.

Thanks

Domenico

2

Please provide your logfile of the moment Zammad is importing a mail that fits the conditions. It will tell you whats wrong. Wild guess is a missing email address within group.

3

Hi MrGeneration, can you tell me, where I can find that specific log? Thanks

4

I suppose that /opt/zammad/logs/production.log is a good place to start.

2 Likes
5

what @atimias said would have been my answer. :wink:

6

We are experiencing the same issue.

7

Provide screenshots of affected groups and triggers. Also let us know if the mail address is a known agent to Zammad.

8

Hi everyone, I solved my problem, I had 1 Trigger in conflict with each other.

Thanks

9

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