Hello dear community,
I am currently trying to create a trigger action that sends an email to the owner of the ticket when the owner is changed. Unfortunately this does not work for me. I have set the visibility to public and also selected the correct recipient. The recipient is now for test purposes. Later, all agents should receive an email that the owner of the ticket has changed and that the owner named in the email is John Doe. What am I doing wrong? I have not yet configured an email, is this perhaps the reason? And if so, why exactly is that? I have created users and assigned them the correct emails.
Infos:
Used Zammad version: 6.0
Used Zammad installation type: package
Operating system: Windows 10
Browser + version: Firefox 115.12.0
Expected behavior:
- Each time the owner of a ticket changes, an email should be sent as a test to the owner. Later, an email should be sent to all agents.
Actual behavior:
When the owner of an already created ticket is changed, an email is supposed to be sent. This is currently not happening. The owner is changed in the ticket and remains updated even after refreshing, but no email is sent.
Steps to reproduce the behavior:
-
- We want to implement a ticketing system in our organization.
- For this, we have created users, groups, roles, and an organization.
- Our customers are our employees who create tickets for IT support when they need help.
- Once a ticket is created by an employee, an agent should be able to assign the ticket to themselves.
- During this process, the agent changes the ticket owner to their name and clicks update ticket.
- An email should then be sent to all agents (IT support team) informing them that the ticket owner has changed.
- However, this email is never sent.
Trigger:
