Trigger for 2 days until pending date

Infos:

  • Used Zammad version: 6.3.0-1715005031.90f23fd1.bookworm
  • Used Zammad installation type: package
  • Operating system: Debian 12
  • Browser + version: Chrome

Expected behavior:

  • Attempting to create a trigger which will fire when pending close date/time is 2 days out, advising customer that ticket will close in 2 days time if they have not responded. Set trigger to activated = time event, Conditions: pending till = within next (relative) 2 days, state=pending close

Actual behavior:

  • Trigger doesn’t fire. No evidence of email sent in ticket.

Steps to reproduce the behavior:

  • Create ticket, set state to pending close, and enter a date more than 2 days away.

Hello,

if I am understanding correctly how Zammad works, a Trigger activates only when an action happens.

Like in this case it would only trigger as (like at the moment) I set the pending date to 2 days from now

What would solve your request is a scheduled task using the scheduler, which is a recurring task. The scheduler checks the status of tickets at a given time and would start the task if the pending date is 2 days from now

Here the official documentation
https://admin-docs.zammad.org/en/latest/manage/scheduler.html

Let me know if this helps

Best,
Skip

If i understand this correctly though, my conditions as shown below would have the scheduler trigger each time for any jobs that are within 2 days of closing, which wouldn’t be good, spamming the user every hour. How would I set the conditions to only fire once?

You have set one time to run the schedule, this way (in my case) at 10:30 the scheduler runs through all tickets and verifies which tickets have certain conditions like

  • status: open
  • last contact: after (relative) > 2 weeks

and then the action that you are interested in.

This runs once every weekday, verifies the conditions and triggers an action.

No need to set it for more than once a day. Of course if the conditions 2 days of closing is after e.g. 10:30 it will run only the day after