Infos:
- Used Zammad version: 6.2.0-1707496797.3f235949.jammy
- Used Zammad installation type: package
- Operating system: Ubuntu 22.04
- Browser + version: Chrome, latest
Expected behavior:
- A clone of the default “auto reply (on follow-up of tickets)” trigger should change a custom single-select field on the updated ticket instead of sending an email
Actual behavior:
- The custom field is not changed at all after the customer sent a reply
Steps to reproduce the behavior:
- I created a new trigger by cloning the default trigger “auto reply (on follow-up of tickets)”
- I did not change the conditions for affected objects. So at “Type is” email, phone and web is still selected as it triggers correctly in the default trigger.
- I removed the default send email action and configured it to only change a custom single-select field to a specific value
- Create a ticket, set the custom field to a different value than what the trigger should set it to and have the customer reply to it
Screenshot of the trigger I created:
