[SOLVED] Trigger which allows to 'approve' new ticket


  • Used Zammad version: 5.0.x
  • Used Zammad installation type: package
  • Operating system: Debian 9
  • Browser + version: Chrome 93.0.4577.63

Expected behavior:

I am trying to achieve a form of ‘approval’ of a new ticket.
We are intergrating Zammad currently with our NOC, but we also receive some spam (rarely).
I do not feeling comfortable to responding by trigger to every ticket which enters system with an email message.

I thought about solution - i’ll add tag “approved” to Zammad, disable standard auto-reply trigger and create a new one which would take into consideration parameters:

Action: updated
Status: is not closed
Tags (contains one): approved
(I also tried adding calendar here, but none of this works).

So I suppose it would work like this:

  1. ticket enters system
  2. if it’s spam, I just close it
  3. if it’s legit, I add “approved” tag, and only then Zammad responses automatically

Actual behavior:

Does not work. Cannot achieve what I expected.

Steps to reproduce the behavior:

Just reproduce the trigger I mentioned higher.
I don’t know why it is not working.

Harmonograms can do it, I knew I missed something. Search for tickets with ‘approved’ tag, send e-mail, then remove the ‘approved’ tag.

Sorry, this can be closed or deleted.

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