Agent assignment not documented in ticket history

Technical assistance
1

Infos:

  • Used Zammad version: 7.0.1
  • Used Zammad installation type: package
  • Operating system: Ubuntu Jammy
  • Browser + version: n/a

Expected behavior:

  • I created a ticket and immediately assigned an agent to it. I would expect to see this assignment in the history. I seem to remember that this worked fine in previous versions of the software.

Actual behavior:

  • The history shows correctly that I created the ticket (button 1). But it does not state who it was assigned to. The assigned person ways sent a notification apparently (button 2). For whatever reason, another agent, apparently, was also sent a notification even though he is not mentioned in the ticket (button 3).

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Steps to reproduce the behavior:

  • Create a new ticket with an agent assigned to it. Check if the assignment is documented in the ticket history.
2

The owner assignment works fine for me on a current stable 7.0.1 release. It might take a moment to appear in the history. Your exact version might be helpful here.

3

Hi @MrGeneration, the ticket was created on March 25, so I don’t think it’s about not having waited enough. I created another ticket 5 minutes ago for testing and it’s the same.

If I reassign the ticket owner, then this is shown in the history. But the original assignment isn’t there.

Exact version: 7.0.1-1776088456.8a5307eb.jammy

4

Just to rule out any misunderstanding: The assignment itself works fine! It’s just not there in the history.

5

So you are creating a ticket and afterwards in the ticket detail view sidebar you assigning some owner?

6

No. The ticket, in this case, is not created by an incoming email but manually by myself. A phone ticket if you will. And in the creation window, I’m assigning an agent.

This assignment is not visible in the history.

7

For the ticket creation no detailed value information are saved in the history, you are only seeing this “created Ticket” + “created Article”.
But this was not different in the last years, so no change happened inside the history with the last releases.

8

I see, I must have never noticed this before or had reason to check.

I’d argue at least that the following two workflows should not have different outcomes in the history:

  1. User 1 creates ticket without assigning anyone. Then, immediately after ticket creation, assigns user 2.
  2. User 1 creates ticket and assigns user 2 in the creation dialog.