When there is a change in group and state fields in a ticket, how do I get the previous state and group names along with the current state and group names from a trigger email?

Technical assistance
1

Infos:

Used Zammad version: 5.0.X
Used Zammad installation type: (source, package, docker-compose, …) : Docker
Operating system: Ubuntu
Browser + version: Chrome Version 134.0.6998.88

Expected behavior:

Hello Zammad Community,
I am trying to create a trigger that fires when a ticket’s group is changed from A to B and state is changed from X to Y. I want to include the previous state and group name in the trigger email.

Example email:

Changes:
State: X —> Y
Group: A —> B

The email should contain the previous state and groups (i.e state X and Group A)

Actual behavior:

The email does not contain the previous state and group names.

I am getting error: no such method to get the previous group/states I have tried various placeholders, but didn’t worked. However, I am only able to get the current state and group names, not the previous ones.

Steps to reproduce the behavior:

I am getting error: no such method to get the previous group/states I have tried various placeholders, but didn’t worked. However, I am only able to get the current state and group names, not the previous ones.
Steps to reproduce the behavior:
Create a new ticket in Zammad.
Set the initial group to “Group A” and initial state to “State X”.
Update the ticket’s group to “Group B” and state to “State Y”.
Go to trigger condition to “Ticket update” and select the specific group and state changes (e.g., Group A to Group B and State X to State Y).
In the trigger action, select “send email” and use the email and use the email template that includes the placeholders for previous state and groups.
save the trigger and update the ticket again to trigger the email.
Observe that the email received does not contain the previous sate and groups.
Can anyone help me figure out how to get the previous state and group names in the trigger email? Any assistance would be greatly appreciated!

2

Zammad 5.x is extremely outdated. Current stable is 6.4.1 with 6.5 being around the corner already.

Before anything else, update your instance. It‘s prune several critical security advisories.

3

I understand that our Zammad instance is running on an outdated version 5.x, and I appreciate the concerns about security vulnerabilities. Unfortunately, updating to a newer version is not feasible for us at the moment, but we definitely plan in the near future.

Before we can update, I need to find a solution to this: “I am trying to create a trigger that fires when a ticket’s group is changed from A to B and state is changed from X to Y. I want to include the previous state and group name in the trigger email”.

Can anyone provide guidance or workaround that might help us in this scenario? Thanks for your understanding and help!

4

Zammad doesn’t have a way for Triggers to show group changes.

You can send an email when a group is changed, but there is no variable for the ‘old group’ only the new or current one.

5

Thank you for your prompt response.

I understand that zammad doesn’t have a built-in way for triggers, there is no variable to show old group.

However, I am curious to know how our previous configuration was working, as we did receive emails with the old group information (like group: x → y). Unfortunately, the person who configured this has left the company and we are trying to recreate the setup.

Can anyone provide insights or suggestions on how we might have achieved this previously?

Also please suggest how to send an email when a group and state is changed.

Thank you for your help and guidance.

6

You’re mixing notification mails with trigger based mails. That’s about it.

7

oh okay.

Is this something that can be achieved through notification emails or trigger-based emails?

Please tell me what to do and how to achieve this

8

Can anyone provide steps on how to achieve this. Thanks

9

Kindly don‘t bump your threads. Thank you.