Set Ticket state to open, if ticket was update by another agent then the owner

[richie_77]

Infos:

• Used Zammad version: 6.0
• Used Zammad installation type: package
• Operating system: Debian 12
• Browser + version: Chrome 100+

I want to ask, if it is possible to change the ticket state with a trigger to “open”, if an agent updates a ticket (writes an internal note or something like that) and the agent is not the owner of the ticket.

Not every agent has the ticket where he is the owner opened in the ticket tab. Most agents look at the ticket state and will not do anything, if the state is “in progress”. So i want an trigger like the behaviour, if a customer updates the ticket via email.

[DB_LBV]

I would try out a trigger with these settings:

Name: customer_replied_via_mail
Conditions
ticket → action | is | updated
article → type | is | mail
article → Sender | is | customer
ticket → state | is not | open

Actions
ticket → state | open

I hope this is helpfull

[richie_77]

With a bit corrections this is working. I’ve missed the “sender” when scrolling down the list of possible values for the trigger conditions.

[DB_LBV]

I’m sorry for this
we’re using the german version, so some names are a bit different
I thought sender would be the same.
could you tell me the actual name?
or what settings did you use actually?
I’m still learning zammad too

[richie_77]

I also use the german version, the name “sender” is the same in both languages. With “corrections” i’ve meant the conditions for the update triggering. If a customer replies to a ticket, there is a default trigger, which opens the ticket. So i have to set a trigger for the “Updated by agent-condition AND not updated by owner”.

Type condition is also “Note” and “Phone”.

[DB_LBV]

Ok, then I misunderstood the initial description.
Thanks for making this clear.