Trigger at time before pending datetime


  • Used Zammad version: 6.0
  • Used Zammad installation type: package
  • Operating system: Ubuntu 20.04 LTS

Expected behavior:

  • Create a time event trigger and send a notification 1 day before “pending till” is reached.

Actual behavior:

  • Nothing happens.

Steps to reproduce the behavior:

  1. Create a trigger, based on time event

  2. Use expert mode

  3. State is pending closed

  4. (customer is specific customer to not make real customers mad)

  5. Add an OR block

  6. Add any Pending till possible term (like beofre, within next, …) relative to 1 day:

  7. Add action Send Mail to customer

  8. create a ticket and set it pending till +1 day and some minutes

  9. wait… no mails are sent.

It is not possible to use triggers to fire 1 day before “pending till” is reached as “Time event” triggers are only called when “pending till” was reached.

You may want to use schedulers instead. Run them regularly to check if “within the next day” a ticket is reaching it’s “pending till”. Make sure to only fire it once.


oh, thats a shame. Thank you, thats why nothing happened!

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