Already closed tickets keep on to send escalation emails

Infos:

  • Used Zammad version: 4.1
  • Used Zammad installation type: Zammad Helm Chart / Docker
  • Operating system: GKE
  • Browser + version: any

Expected behavior:

  • closed tickets should not escalate and dont send daily escalation emails to their respective owners

Actual behavior:

  • for some (very few) tickets zammad sends out escalation warnings to their owners. The tickets in question are already in closed state.

Steps to reproduce the behavior:

  • dont know, cant reproduce

We have got a few “zombie” tickets, that keep on sending escalation warning at midnight to their ticket owners.
For example, here is the history belonging to a ticket that sends out nightly escalation warnings:

Historie
Reihenfolge ändern
- Donnerstag 6. Mai 11:10

    erstellt Ticket
    erstellt Artikel
    aktualisierte Ticket Letzter Kontakt (Kunde) '06.05.2021 11:10'
    aktualisierte Ticket Letzter Kontakt '06.05.2021 11:10'

- Donnerstag 6. Mai 11:10

    erstellt Artikel

- Donnerstag 6. Mai 11:10

    aktualisierte Ticket Escalation at (First Response Time) '07.05.2021 14:10'
    aktualisierte Ticket Eskalation am '07.05.2021 14:10'

- Donnerstag 6. Mai 11:11

    E-Mail sent to 'entfernte Mail Adresse'

- Donnerstag 6. Mai 11:21

    aktualisierte Ticket Besitzer von '-' → 'Name entfernt'
    aktualisierte Ticket last_owner_update_at '06.05.2021 11:21'

- Donnerstag 6. Mai 11:21

    Benachrichtigung sent to 'Email Aresse entfernt(update:online,email)'

- Freitag 7. Mai 13:59

    Benachrichtigung sent to 'Email Aresse entfernt(escalation_warning:online,email)'

- Freitag 7. Mai 14:14

    Benachrichtigung sent to 'Email Aresse entfernt(escalation:online,email)'

- Samstag 8. Mai 2:02

    Benachrichtigung sent to 'Email Aresse entfernt(escalation:online,email)'

- Sonntag 9. Mai 2:01

    Benachrichtigung sent to 'Email Aresse entfernt(escalation:online,email)'

- Montag 10. Mai 2:00

    Benachrichtigung sent to 'Email Aresse entfernt(escalation:online,email)'

- Dienstag 11. Mai 2:04

    Benachrichtigung sent to 'Email Aresse entfernt(escalation:online,email)'

- Mittwoch 12. Mai 2:01

    Benachrichtigung sent to 'Email Aresse entfernt(escalation:online,email)'

- Donnerstag 13. Mai 2:03

    Benachrichtigung sent to 'Email Aresse entfernt(escalation:online,email)'

- Freitag 14. Mai 2:00

    Benachrichtigung sent to 'Email Aresse entfernt(escalation:online,email)'

- Freitag 14. Mai 8:36

    aktualisierte Ticket Status von 'neu' → 'offen'
    aktualisierte Ticket last_owner_update_at von '06.05.2021 11:21' → '14.05.2021 08:36'
    aktualisierte Ticket Eskalation am '07.05.2021 14:10' → '-'
    aktualisierte Ticket Escalation at (First Response Time) '07.05.2021 14:10' → '-'

- Dienstag 25. Mai 16:35

    aktualisierte Ticket Status von 'offen' → 'geschlossen'
    aktualisierte Ticket Schließzeit '25.05.2021 16:35'
    aktualisierte Ticket last_owner_update_at '14.05.2021 08:36' → '-'

this ticket was closed on 25.05 but still keeps on send escalation warnings to its last owner.

There are different agents experiencing the same problem.
I cant really tell, when this thing started - people told me about this only a few days ago, but some of them have email that are from beginning of may.

Has anyone ever heard or experienced such an behaviour?

Can I somehow find out all tickets that are going to be alerted and will generate escalation emails?

As far as of now, I’ve found no reliable way to get rid of the escalation email - I’ve already tried to reopen/close on of the tickets …didnt do the trick.

SOLVED - or to be honest, this never was an issue…

The escalation emails we’ve received were sent by an second (test) system, that was created using a db dump from another system.
Therefore there were really escalated tickets on that test system - tickets that have been correctly closed in the meantime on the main system but due to the db dump they somewhat revivied on the test system :slight_smile:
Anyhow, the problem is not a problem at all but everything works as designed.

Sorry for the inconvenience.

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