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I have created a workflow to skip new ticket email notification when the agent is identical to the requester.

Any idea why the function “equals({{ticket.agent.id}},{{ticket.requester.id}})” is not working

but the function “{{ticket.agent.id}} == {{ticket.requester.id}}” is working well.

 

Hello @Johannes Rosner, just by looking at the definition of the “equals” function, it looks to take a “String” and both Agent ID and Requester ID are of type “Number”. Your second expression of using double equals can be used to validate equality of any type.

Hello @zachary.king thank you for your reply.


The Idea and an example to use a function “equals” i have found in the article “Why are my agent replies considered requester responses?”

 

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