Trigger closed ticket, prevent thank you

Technical assistance
1

Infos:

  • Used Zammad version: 6.1.0-68
  • Used Zammad installation type: docker-compose
  • Operating system: Debian
  • Browser + version: Google Chrome 119.0.6045.200

Funfact: It was working some times, but then it does not work anymore and i cannot find out why…

Expected behavior:

  • If a tickets is closed and the customer adds a note with “danke dir”, the tickets should stay closed. I am doing this with a Trigger.

Actual behavior:

  • If a customer adds a note with “danke”, the ticket will be set to “open” instead of “closed”. I found out, at the customer portal, if there is added a new note - the ticket will be set to state “open”.

Steps to reproduce the behavior:

  • Create a trigger with following settings:

Ticket State: is closed
Customer Note: contains dank / Dank

2

Is the trigger actually running or is the condition no longer true? ^^

3

The condition might be no longer true, because if the user will answer to the ticket the state is set to open. For me it seems like the trigger is run after the ticket state has been set.

4

Well then a postmaster filter might be the better option (if the trigger has “no reason” to actually run). I don’t see why your trigger should for the state in that case, because it’s a follow up and does cause a reopen any way.

The postmaster filter technically allows you to overwrite the state if needed.