Trigger not always triggered

Infos:

  • Used Zammad version: 5.1
  • Used Zammad installation type: package
  • Operating system: Debian

Expected behavior:

  • The trigger will be triggered always when the condition will be met

Actual behavior:

  • Here is the trigger configuration:

My understanding:
All tickets created in the info group which are emails and are not closed should be closed (this is the action definition)

Steps to reproduce the behavior:

  • I am not able to reproduce the issue but 90% of tickets are closed as expected but 10% of them is “new/open”.

All these “not closed tickets” come from the email channel.

I would appreciate any suggestion on why it is happening and how to set properly the trigger.
What is also important - this issue refers to the same “customers/emails”.

For me it looks like the trigger only fires if you create a ticket with the condition met, hence the “action is created”.

If you want to close existing tickets than you would have to use the scheduler - see Scheduler — Zammad documentation