[SOLVED] Trigger to remind about a ticket without answer or owner attached


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  • Used Zammad version: 2.9.x
  • Used Zammad installation source: package
  • Operating system: Linux Debian 9
  • Browser + version: Google Chrome 62.0.3202.89

Expected behavior:

  • Trigger reminds about a ticket to which no one responded and no one is set as an owner.

Actual behavior:

  • Trigger is not fired.

Can anyone please share a solution to this issue?
I’d like Zammad to remind me about tickets which are:

  • in state open/new
  • no one responded to them within for example 1 hour
  • no owner set

Can it be done? I’ve tried many triggers. None worked.

Of course a trigger won’t work if the ticket doesn’t get updated.
You’l need the scheduler for this.

Can you please elaborate? I tried to make a scheduler but I am propably setting wrong conditions to trigger.
I just want to receive e-mail which would remind about unattended / not responded tickets.

The scheduler could look like the following (beware, untested!).
Please be aware that you’ll want to ensure that the mail the scheduler sends will only be send once, as the scheduler will send a mail based on your criteria on every run.

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Your solution didn’t work for me, but anyway it guided me to a solution.
Here are the triggers:

Day: I selected from monday to friday (every working day)
Hour/Minute: I chose 12:00 and 15:00 (reminding twice a day seems fine in my situation)
Status is new / opened
Owner is not set
Last contact before (relative) - 2 hours
Email set to be sent.

All works flawlessly. Marcel - thank you very much for your support.
Marked as solved.

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