Trigger "last contact" doesn't work

Technical assistance
1

Infos

  • Used Zammad version: 6.3.1
  • Operating system: Windows 10
  • Browser + version: Microsoft Edge for Business Version 129.0.2792.79

Expected behavior:

  • Last contact triggering “after” a certain time

Actual behavior:

  • doesn’t recognize the command “after”

Hello Zammad Community,

I am having issues with a specific matter regarding triggers:

1.) Condition: Action Execution Selective (Default)

  • Status → is → open
  • Last Contact / Last Contact (Agent) / Last Contact (Agent) → before (relative) / after (relative) → X time specification

Localization has been activated and set to UTC+2/GMT+2.

This condition is not working. I tried to find the error within Zammad using developer tools and saw that in the code {“notify: false”} is always displayed. The time in the code where {last_contact: “…”} is indicated is in UTC/GMT and not UTC+2/GMT+2, as well as {updated_at: “…”}.

The timezone has been checked under Branding, and everything seems to be correct on our side.

2.) What I want to achieve is a trigger that does the following automatically:

+++++++++++++++++++++++++++

  • After a certain time since the last contact of the agent with the customer, an email reminder should be sent to the customer that a ticket is still open.

+++++++++++++++++++++++++++

  • With this notification to the customer, the status should be changed to “waiting for closure” with a certain time specification.
  • Before the ticket is closed within 24 hours, the customer should be notified again that their ticket will be closed within 24 hours.
  • The ticket will then be closed, and an automatic message will be sent to the customer stating that their ticket has been closed and the solution to the ticket is in the last message.

The part marked with plus signs is the part that is not functioning. All other triggers in the entire automation work.

I have tried many different options (various time specifications, expert mode, different conditions, etc.) and after 12 hours of testing, I have not been able to move past the point I was already at.

I hope you can help me find a solution.

Thank you very much in advance!

2

A trigger is not the right tool for this, you need to use the scheduler. Triggers react to things happening like a ticket creation or update, they don’t check on existing tickets for passed time or things like that, that’s what automations /scheduler tasks can do.
There have already been threads here about implementing a “waiting for customer” funcionality, try using the search function. One thread I found in a quick search is this one.

3

Yea, I noticed after tweaking around some time more. Thank you very much for the reply!

4

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