Hi,
I’m trying to create a trigger that sents the customer an email when the ticket is closed, but I can’t find a reliable way of detecting when the ticket is closed.
The obvious solution seems to be to set two conditions: “State” is “Closed” and “State” has changed, but Zammad for some reason doesn’t allow you to use the state field in more than one condition - this seems like an arbitrary limitation rather than a technical limitation, so perhaps someone could explain the logic behind that.
If I instead set “State” is “Closed” and “Action” is “Updated”, then an email is sent everytime a closed ticket is updated. I’ve also tried using “Closing time” has changed, but it would never trigger.
How have other people achieved this? I assume a notification when a ticket is closed would be a very common requirement.
Infos:
- Used Zammad version: 5.1.x
- Used Zammad installation type: source
- Operating system: OpenSUSE 15.3
- Browser + version: Chrome
Cheers