Zammad 6.3 triggers to change new priority


  • Used Zammad version: 6.3.1
  • Used Zammad installation type: package
  • Operating system: Ubuntu 20.04.6
  • Browser + version: Firefox 126.0

Expected behavior:

  • I have added two new ticket objects (Impact and Urgency) to scale priority based on their respective values and added 2 more priorities (now 1-5). For example, if one of the team decide this ticket is high impact and high urgency, the trigger should change priority to 1 (1 being highest, 5 lowest)


Actual behavior:

  • Below is the trigger for priority 1 (high and high) however when hitting save, the trigger reverts from execute change priority 1, to execute change priority 5. Please note this only happens when the automation is changing priority 1 and 2. Priorities 3,4 and 5’s automations all work as expected.


Then once saved changes straight to 5 but needs re-saving:


Note when on a ticket, changing impact and urgency to high, high, momentarily changes priority to 1, then has an unsaved change of priority 5. As shown below:

image image

Steps to reproduce the behavior:

  • Add 2 more priorities (1-3 changes to 1-5) and 1 becomes highest
  • Add 2 new objects Impact and Urgency (values low,med,high)
  • Create trigger if Impact and Urgency = high, priority = 1