Does [end user] on the trigger condition [current user][is] include CC end users?

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mfg

Publicado 09 de jan. de 2023

It seems like the [end users] value may include a CC depending on the scenario (ie. a CC reply-all). If so, it seems like this would mean that a reopen trigger based on [current user][is][end user] could reopen if a CC replies, not just if the requester replies. Is this the case?

If so, is there a separate trigger/method I should be using to affect the equivalent of [current user][is][requester]?

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      Zsa Trias

      Hello there, 

      It is actually an inborn rule that if an end-user replies to a ticket, requester or not, that the ticket should re-open. There is no need to create a "reopen trigger" for this.

      Reference: About the inborn system ticket rules

      If a ticket's status is set to Pending, Solved, or On-hold, and an end-user comments on the ticket, the ticket status will be set to Open.

      But if you're asking specifically on trigger condition/s that you can use for replies from CC'd users,
      we currently don't have a specific condition to detect that. But as a workaround, you can combine these trigger conditions. This would apply on updates where the updater is an end-user but not the actual requester:

      • Current user is (end-user)
      • Requester is not (current user)

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