- What is your original issue/pain point you want to solve?
I’d like to define one trigger which allows to proactively notify a specific email address which is an attribute of an Organization object, instead of creating a dedicated trigger for every single Organization.
- Which are one or two concrete situations where this problem hurts the most?
The recipient select box in email notification screen is not flexible enough to use other variables than “Customer”, “All Agents”, “Owner” or “Sender of last article”, e.g. any (email) attribute of the Core Objects Ticket, Organization, User, or Group.
Allowing to enter any variable as recipient, e.g. by adding #{Organizatino.incident_notification_address} to the recipient list
would dramatically reduce the effort of defining dedicated triggers for each address.
- Why is it not solvable with the Zammad standard?
As it doesn’t support other variables as the provided four ones.
- What is your expectation/what do you want to achieve?
One example use case we would like to have this for:
- We’d like to proactively inform specific customers/organizations in case we detect an Incident in our provided service.
- For this we have extended the Organization object with an attribute “Organizatino.incident_notification_address”
- Once we detect an Incident we create an “Incident” ticket, assign a user and their associated Organization to the tickets
- and would like to send a proactive notification to the registered Incident Announcement Address of this specific Organization
=> Unfortunately this attribute cannot be used to substitute its value for the recipient address. Hence there there is no possibility to create one trigger which is used for all Organizations. It would be required to create a trigger for every single Organization and assign a User’s account as recipient.
Your Zammad environment:
- Average concurrent agent count: 30
- Average tickets a day: 50 to 100
- What roles/people are involved: Customers, Agents, Stakeholders
Cheers, Schweigi