Trigger - When Ticket Moved

  • Used Zammad version: 4.0.x
  • Used Zammad installation type: docker
  • Operating system: CentOS

Desired behavior:

  • When ticket is moved, fire a trigger

So, ideally, i’d like to be able to add a trigger, such that when a ticket is moved from one group/queue to another group/queue we can fire a trigger against it. I’m not sure 100% how to do that, as ‘Moved’ isn’t an option inside of Zammad Triggers.

Ideally, we’d like to be able to update some timers, and information on the ticket, add a note, etc when things are moved between queues, as we use Zammad for our internal service desk things for processing critical information.

HI @zackrspv

when a ticket is moved it is also updated.
Why don’t you use/create a trigger to contemplate that action instead?

HTH
Martin

Because the statement must be different when a ticket is moved, vs updated.

When a ticket is updated in the ‘Locks’ queue for example, we say something like this:

Thanks! Your ticket has been updated, please click here to see the update, and reply directly to this email if you would like to add a reply.

But, if a ticket is MOVED, we need to be able to say something else:

Just a heads up! Your ticket was moved over to the Changes group, they will begin working on your ticket and have it resolved within 3 hours.

See the difference?

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We also want to be able to trigger new actions, like update the Escalation time, send out a task reminder internally, add a note internally on the next steps, because we use this service desk to help with our defined processes. So a ‘Moved’ option would be very helpful for us