Trigger only works, when "Sender based on Reply-To header" is set to none

Technical assistance
#1

Infos:

  • Used Zammad version: 4.1.x
  • Used Zammad installation type: Package
  • Operating system: Ubuntu 20.04

Expected behavior:

  • When a new ticket is created, trigger should send a Mail to Reply-To Adress. Trigger is in fact a modified main setup comes with Zammad installed. (auto reply (on new tickets),

Settings of trigger: action is created, state is new, type is email, sender is customer

Actual behavior:

  • Trigger only works, when Channels > email > settings > “Sender based on Reply-To header” is set to none (-). In this case, trigger works but send mail back to mail address where it came from. When settings are set to “Take reply-to header as sender/from of email” or “Take reply-to header as sender/from of email and use realname of origin from.”, trigger is not working.

Steps to reproduce the behavior:

  • I’ve send three tickets with each setting under “Sender based on Reply-To header”, trigger only worked when settings were on “-”, but send the content to from address not to reply-to address.
#2

Any help on that topic? Even a link would be appreciated, I couldn’t find any reference to it…

#3

This is a free community with volunteers helping - please note however, that you can’t expect guaranteed answers, especially not in specific time frames.

If you require that you should consider a support contract for Zammad.

The setting is described on our documentation:
https://admin-docs.zammad.org/en/latest/channels/email/settings.html#list-of-settings

Please share the exact trigger configuration if you believe the trigger doesn’t perform the way it should.
A screenshot would be the best pick for that - english screen please. :slight_smile:

#4

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