Trigger if creator is not an agent

Infos:

  • Used Zammad version: 6.2
  • Used Zammad installation type: package
  • Operating system: debian
  • Browser + version: Chrome 120

Hi, I want to call a webhook in case the creator of the ticket is not the same as the customer. (Or check if the creator is an agent or a customer for that matter).

Is this possible?

Thanks.

Does not look like that it is possible with triggers easily.

I could only imagine some hacky solutions. You could try to create a new boolean field “created_by_agent” for the ticket object with default false and shown. Afterwards try to create a core workflow which hides the field. Create another core workflow which selects true in the field if the session user role is “Agent”.

This combination will allow you to the have the information on ticket level. With that state you might be able now to configure a trigger which sends a webhook if the field is set to true and the ticket was created.

Thanks for your answer, that’s indeed a workaround.
But we don’t have many agents, so I opted for a less automated but also working solution: Just check if the customer is not a specific user (where the specific users are the agents)

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