Zammad Trigger Group Assignment Conflicts (v6.5)

[davidjpina]

Infos:

• Used Zammad version: 6.5.0-1751043291.836dca3a.noble
• Used Zammad installation type: package
• Operating system: Ubuntu 24.04.1 LTS
• Browser + version: No especificado

---

Expected behavior:

• Tickets should be accurately assigned to their respective groups (e.g., Quotations, Collections, Policy Management, Special Letters) based on specific keywords in the Subject or Body.
• Tickets that do not meet any specific trigger conditions should consistently fall into the default destination group configured for the incoming email channel (Main Global Group).

---

Actual behavior:

• Many tickets that should not match any specific trigger conditions (e.g., generic test emails with subjects like “test 1”, “gen_ticket_1”) are being unexpectedly assigned to the Policy Management group. We would expect these to land in the Main Global Group.
• Tickets that clearly meet the conditions for other specific triggers (e.g., Quotations or Collections) are sometimes not being assigned to their correct groups and instead remain in the Main Global Group. This indicates that the intended triggers are not always firing or their actions are being overridden.
• The overall behavior suggests an inconsistency in trigger precedence or an overly “greedy” trigger capturing tickets it shouldn’t.

---

Steps to reproduce the behavior:

1. Configure multiple active triggers for group assignment based on Subject and Body keywords, all activated on Action is created, State is new or open, and Remitente (Sender) is Customer.
   • Ensure one trigger (Policy Management in our case) has broad keyword conditions for Subject and Body.
   • Ensure the email channel’s default destination group is set (e.g., Main Global Group).
2. Send a test email with a generic subject and body (e.g., “test 1”, “gen_ticket_1”) from a Customer email address to the Zammad incoming email channel (soporte@nuestrodominio.com).
3. Observe the assigned group in Zammad.
   • Expected: The ticket should land in Main Global Group.
   • Actual: The ticket often lands in the Policy Management group.
4. Send a test email with keywords specific to another group (e.g., for Quotations, use “Cotización de seguro para vehículo” in the subject).
5. Observe the assigned group in Zammad.
   • Expected: The ticket should land in Quotations.
   • Actual: The ticket sometimes remains in the Main Global Group.

---

[davidjpina]

I found the problem: due to a typo in the creation of a trigger, the order and words are respected, but in one of the triggers created on the platform, a keyword was repeated. After a detailed review, the word that was causing this loop was identified.This was resolved by reviewing each trigger and carrying out a detailed inspection process. Zammad’s documentation was key to understanding how they were validated and how their execution was considered.