Trigger is not executed when Action is Update and Attribute is Value

[mantas]

Infos:

• Used Zammad version: 5.1
• Installation method (source, package, ..): any
• Operating system: any
• Database + version: any
• Elasticsearch version: any
• Browser + version: any
• Ticket: #10100015

Expected behavior:

• Create a trigger with condition Ticket Action: Update and Attribute: value
• updates any ticket value
• Trigger is executed

Actual behavior:

• Trigger with condition Ticket Action: Update and Attribute: value
• Updates any ticket attribute, but not Attribute
• Trigger is not executed even though Attribute matches value
• Trigger is executed only if Attribute is updated to match value

Steps to reproduce the behavior:

• Create a trigger with condition Ticket Action: Update and Attribute: value

Possible solutions

A:

• clarify that using Ticket Action: Update and Attribute: value will check if the Attribute was updated

B:

• change behavior that using Ticket Action: Update and Attribute: value will check only the value of Attribute
• this would be a breaking change

C:

• Separate conditions into Ticket selector and Action analyzer.
• Ticket selector would check if ticket matches given values (as in B)
• Action analyzer would check if the change itself matches given conditions (as in A).
• This may affect Scheduler, Macro and other conditon-able tools as well

Yes I'm sure this is a bug and no feature request or a general question.

[seljuck]

I don't know if this the same issue. But if you update a ticket attribute but don't add an article, the Update Ticket Trigger doesn't get called either.

[MrGeneration]

@seljuck this is what this issue actually is about.

[seljuck]

Ok, thanks. I just also saw issue #3902 is a good description of what I'm dealing with.

[fliebe92]

With the last changes to triggers, the reported behavior should be doable within Zammad.

Therefore, I am going to close this issue for now.

If you think closing is not correct, please, leave a comment and I'm happy to re-open it.

[Cybernisk]

Used Zammad version: 6.2.0-1
Create a trigger with condition Ticket Action is Updated only (see attached screenshot)
Expected behavior: updates any ticket value -> Trigger is executed.
Possible solutions: Didn't test too much, but adding more conditions like for example Status and choose all statuses solves the issue.
I was trying to achieve two simple triggers for any new ticket and any updated. I'm not 100% sure, but, to my mind, this trigger should work in case of any updates of any ticket, but it doesn't. Why I think that it should work? Because another trigger with the only one condition Ticket Action is Created works for any created.