We have a ticket update trigger as follows:
CONDITIONS FOR EFFECTED OBJECTS
Action is Updated
Sender is Agent/Customer
Type is email/phone/note/web
EXECUTE CHANGES ON OBJECTS
Email
Visibility public
Recipient Article Last Sender/Owner/Customer
However, we’ve noticed that note details that are not set to public still get e-mailed out.
It’s almost like the visiblity public is completely ignored.
Can someone offer some assistance?
Thanks in advance
Please have a second look at the configuration.
Just a tip:
How should “execute changes ob objects” meaning “what action to run” affect your conditions at any point? You need a visibility condition .
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Set a Visibility is public and it still sends out e-mails (see screenshot). So, not sure where to go from there.
Sorry I can’t reproduce the described issue with above trigger configuration.
I used notes only in my test but it shouldn’t matter:
I’m expecting Zammad v4.1 in my test case.
Please ensure that the article in question really is a private note or whatever in private during submitting. Changing the visibility after submitting has no affect - see:
https://admin-docs.zammad.org/en/latest/manage/trigger/limitations.html
Visibility and following up in general is described here, in case that’s a thing for you right now:
https://user-docs.zammad.org/en/latest/basics/service-ticket/follow-up.html#adding-new-messages-notes
system
Closed
December 28, 2021, 7:32am
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