Adding tags does not trigger "on update"

[MrGeneration]

Infos:

• Used Zammad version: 2.8
• Installation method (source, package, ..): any
• Operating system: any
• Database + version: any
• Elasticsearch version: any
• Browser + version: any
• Ticket-ID: #1035804

Expected behavior:

• When adding new tags, the ticket gets updated and thus a Trigger watching for "updated tickets" will fire.
• When pressing "update", Zammad will not update the ticket, if nothing changed.

Actual behavior:

• When adding tags, the ticket gets updated, but the Trigger watching for "updated tickets" will not fire.
• When pressing "update", update-based triggers will fire and the ticket will get updated (even if no real change has been done).

Steps to reproduce the behavior:

• Create a trigger that e.g. sends an E-Mail when "Action is updated"
• Create a new ticket
• add and/or remove a tag

(Trigger will not trigger)

Screencast:

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

[MrGeneration]

After internal discussions we came to the conclusion that this issue is not that easy to fix, because just enabling above required functionality may cause several triggers that fire in short time periods. That causes a lot of noise and may strike existing triggers in a very unexpected way.

This is why we came up with two new condition filters for tags:

• any added <value(s)>
• any removed <value(s)>

Above filter will cause an immediate trigger fire if an agent adds or removes one of the tag that appears in above condition filter. It will not require pressing the update button (because of the technical way adding/removing tags works).

⚠ Above condition will fire several times if the condition contains all tags you add one after another. 🤓

As of now this filter will be available for tags in triggers only.

• [ ] This functionality will require documentation extension.

[ubivent-seuffert]

@MrGeneration your solution sounds exactly what we are looking for in zammad. Is this currently under development?

[MrGeneration]

This is a open bug report so no, this is not solved. We're in general not providing any ETAs for bug fixes or enhancements.