What order does Zammad process Core Workflows and Triggers


  • Used Zammad version: 5.0.0
  • Used Zammad installation type: Docker

Zammad processing order

In what order does Zammad process Core Workflows and Triggers, in particular can I rely on Core Workflows completing all it’s tasks before Triggers start firing or are all triggered immediately based on their initiating settings?

In this case I want to ensure that some basic information about the ticket is filtered correctly before the user received an acknowledgement so that we can ensure they get the appropriate acknowledgement for the ticket priority, category, etc. without running the risk of them getting multiple emails because of change.

Internally I know CW has it’s own priorities, is it possible to do the same with Triggers where there are multiple started from the same thing (such as ticket creation)?

Our documentation actually tells you:

You decide at which point your workflow is evaluated. Priorities are sorted descending – this means that a workflow matching can stop matching in specific situations.

That means: Priority (asc) and if same priority is used it sorts alphabetically (asc).

Yea, I’m aware of the priorities within CW itself, however I was curious whether Triggers have a priority as well or if multiple would fire that all do at once. For example can I ensure that a trigger that sets priority runs before a trigger that sends an auto reply so that I can sent a priority specific reply?

The other part about whether CW or triggers happen first is irrelevant as I realise that CW can’t actually make any changes to the ticket like a trigger can (or at least I think that’s what both the docs and my testing tell me!)

The documentation states that as well:

That is correct.

Ah, I somehow totally missed that in I don’t know how many reads of that page! Thanks @MrGeneration.

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