Trigger working when I dont want it to

Technical assistance
1

Infos:

  • Used Zammad version: 6.3.1
  • Used Zammad installation type: (source, package, docker-compose, …) source
  • Operating system: Ubuntu 24
  • Browser + version: Chrome

Expected behavior:

Trigger should make ticket owner Agent1 based on certain selection on the form.

Actual behavior:

Trigger does make owner Agent1 , however if manger opens ticket and makes himself the owner, when he saves the ticket it automatically switches the owner back to Agent1 again. I would like the owner to remain as the manager.

Steps to reproduce the behavior:

2

Sounds like a race condition to me. If this happens in a very narrow time frame where the managers browser doesn’t catch the new data, this behavior might occur.

More importantly:
Note that you’re on Zammad 6.3.x which is outdated. Current stable (and security release) is Zammad 6.4.1 - while Zammad 6.5 is coming soon. Keep your Zammad up to date.

3

I just successfully upgraded to 6.4.1
I then enabled the trigger again just to see if there was any change, and the issue stil remains
Rather than making the trigger innactive, could there be any other workaround?
Essentially I am the Manager, and I want IT Tickets to automatically make Agent1 the owner.. which they do perfectly. Its just If I want to make a ticket mine I can make myself the owner but later if I add a note, when I then hit the ‘update’ button it switches the owner back to Agent1 because of the trigger. Ideally the tirgger would only ‘trigger’ when the ticket is created.. only then

4

RIght, why does your trigger not contain the condition
action: created then?

This will cause the trigger to only fire during the creation of a ticket.
If that’s not what you want also, your trigger configuration might be required.