[solved] Trigger Condition Weirdness


  • Used Zammad version: 2.9
  • Used Zammad installation source: apt-get zammad
  • Operating system: Ubuntu 18.04
  • Browser + version: Chrome v74

Expected behavior:

  • Trigger should fire when an agent has updated the ticket via an email client but not when the agent updates a ticket via the Zammad Web interface

Actual behavior:

  • Trigger fires whenever the agent updates a ticket via email client or web interface

Steps to reproduce the behavior:

  • Create a trigger with the conditions:
    • Ticket State is not closed
    • Ticket Updated By is not current user
    • Ticket Action is updated
    • Article Type is email
    • Article Sender is Agent

I might just be misunderstanding the Ticket Updated by current user condition but, I’d assumed that the current user would refer to the Agent logged into the interface and would therefore keep the trigger from firing.

I don’t know if this will be helpful to other folks but I did find a work around for my particular use case. Removing Ticket Updated by current user and replacing it with From contains not [zammad notification email address] only causes the trigger to fire on an email from a mail client, but not via the Zammad interface.

Glad you found the issue yourself.
I don’t think current user makes any sense in your use case here and it’s save to keep it out. :slight_smile:

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