Trigger not work well when visible is public

[phoenix]

Infos:

• Used Zammad version: This is Zammad version 6.3.1
• Used Zammad installation type: docker-compose
• Operating system: linux ubuntu20.04
• Browser + version:
  windows10

Expected behavior:

Actual behavior:

• when trigger set visible is internal , trigger is work well ; when visible is public , trigger not work!

Steps to reproduce the behavior:

[fliebe92]

Hi @phoenix.

… what?

[phoenix]

I create a trigger ,when we update the ticket and set it to pubilc, i want to notice the customer.That’ s I want to do . …But I met some problem, as the pic ,it is not work. I am sure I set my reply from internal to public.
So I do some tests:
Test for Trigger:
1.only set the action is update , result: customer can receive the email.
2.set the action is update and visibility is internal ,result :customer can also receive the email .
3.set the action is update and visibility is not internal ,customer can’ t receive the email.

How to do to solve this problem ？

[awedor]

So just to be clear: when an agent adds an article with visibility public you want to send an e-mail to the customer?
Try this

Make sure you choose “Article → Action” for the condition, not “Ticket → Action”

[phoenix]

truely，i am not add an article; the test behave confuse me ;

what i want : when i reply the ticket and set it to public ,i want to send email to customer to tell him .

[awedor]

Sorry, but it is really hard to understand what you write.
When you want to communicate with the user you should use the Reply Button, this sends an e-mail to the customer and you can add an e-mail signature automatically etc.
If you only want to add a note (article) instead of using the reply button, but still want an e-mail to be sent to the user, then my above triggersettings should do what you want.

[phoenix]

so sry;

i want to enter (update) notes and when i set it to public , i want send an email to customer

OK, i will try what you given ’ way to set trigger ; what i confused is when i test :My trigger is action is “update” and visibility is “internal” ; it will send email to customer; My trigger is action is “update” and visibility is “public” ; it will not send email to customer

[phoenix]

I understand ！when note created and set to public at the same time , your way is OK!
but my turely want is :
when i add the note , may it is internal to see now ,when discuss to it can be public, set the note to public , then we want to send email to customer .

[awedor]

Ok, now I understand what you are trying to do, but I’m afraid this is not reliably possible because there is no condition to check if the visibility of an article has changed. If you just use “action- updated” for the ticket you risk sending out an e-mail to the customer everytime a ticket is updated like an agent or group change, status change, whatever. I don’t have an idea how to achieve exactly what you are trying to do.

[phoenix]

So how to implement my idea ? Can it be ? always we need the way (my idea) to reply the ticket . Some notes need to be discussed then it will be pubic to customer

[MrGeneration]

Awedor already answered your question:
Triggers do not trigger upon the visibility change of a existing ticket article.

Other than that, the trigger works as configured (you also mentioned that) if the article is being created.