Ticket automatic assignment: conditions not working as expected

[jouvin]

Infos:

• Used Zammad version: 6.2
• Used Zammad installation type: (source, package, docker-compose, …) : RPM
• Operating system: RHEL 8
• Browser + version: Opera 106

Expected behavior:

I’m trying to configure ticket automatic assignment to assign the ticket to the first person contributing to it, if the person is not an agent (supporter) who created the ticket (for somebody else). For this, I added the following conditions (ANDed):

• State = new or open (or delayed closing/reminder)
• Updated by the current user
• Not created by the current user

Actual behavior:

It works as expected when a user who is not an agent creates a ticket (ticket remains unassigned until somebody contributes to it in some ways) but it doesn’t work if the ticket is created by an agent (on behalf of somebody else). In this case the ticket is automatically assigned to the person who created it when the ticket is created.

Steps to reproduce the behavior:

• Define the mentioned conditions for ticket auto assignment
• Create a ticket as an agent
• Look at ticket owner value in the created ticket: will be the agent instead of an empty value

[jouvin]

Help on this would be really appreciated.
Thanks in advance.

Michel

[paulfolkers]

Hi @jouvin,

I am currently using Zammad 6.1, so slightly older than yours, but there I tried it and it worked like a charme.

I’m not sure, how your configuration looks, but my defined trigger checks for

1. Owner is not current user
2. Update is done by current user
3. Ticket was not created by current user
4. Ticket state is “open” or “new”

And change execution is defined as “Owner = current user”.

Somehow I’m not allowed to add media items to my posts, otherwise I’d have sent you a screenshot of my configuration.

[jouvin]

Thanks. The difference between your configuration and mine is that you added the condition “Owner is not current user” which for me is useless as assignation is done only if the owner is undefined… What do you mean by change execution is defined as “Owner = current user”.?

I’m in fact very surprised as after making the change you suggested back and reverting to my original config it now works as expected… Would mean that the original rule (created in 6.0 I think) was not properly registered and have been reset by the changes… I’m skeptical…

Michel