Infos:
- Used Zammad version: 6.2
- Used Zammad installation type: (source, package, docker-compose, …) : RPM
- Operating system: RHEL 8
- Browser + version: Opera 106
Expected behavior:
I’m trying to configure ticket automatic assignment to assign the ticket to the first person contributing to it, if the person is not an agent (supporter) who created the ticket (for somebody else). For this, I added the following conditions (ANDed):
- State = new or open (or delayed closing/reminder)
- Updated by the current user
- Not created by the current user
Actual behavior:
It works as expected when a user who is not an agent creates a ticket (ticket remains unassigned until somebody contributes to it in some ways) but it doesn’t work if the ticket is created by an agent (on behalf of somebody else). In this case the ticket is automatically assigned to the person who created it when the ticket is created.
Steps to reproduce the behavior:
- Define the mentioned conditions for ticket auto assignment
- Create a ticket as an agent
- Look at ticket owner value in the created ticket: will be the agent instead of an empty value