Auto-Assignment and "next Ticket in overview" does not work as expected

Infos:

  • Used Zammad version: 5.0.3
  • Used Zammad installation type: package
  • Operating system: Debian 10
  • Browser + version:

Expected behavior:

  • We have overviews showing tickets of a specific group which are not closed and not assigned to an agent (no owner). Once an agent goes into ticket zoom, the auto-assignment will set the ticket owner and the ticket will disappear from the overview. So far so good.
    If the agent updates the ticket with setting “next ticket in overview” the next ticket from the initial overview should be opened automatically, ticket will be auto-assigned and can not be opened by another agent from the overview as it disappears.

Actual behavior:

  • We have overviews showing tickets of a specific group which are not closed and not assigned to an agent (no owner). Once an agent goes into ticket zoom, the auto-assignment will set the ticket owner and the ticket will disappear from the overview. So far so good.
    But if the agent updates the ticket with setting “next ticket in overview” it doesn’t work as expected. It will not open the next ticket from the initial overview because the ticket is now assigned to agent and has an owner so it isn’t in the overview anymore. The agent is in the overview again now but no next ticket has opened.

Steps to reproduce the behavior:

  • Activate auto-assignment for a specific group. Now you have an overview with tickets of that specific group, which are not assigned and not closed. Go into a ticket of that overview, update it with setting “next ticket in overview” and it will not open the next ticket from that overview, it will close the tab and you see the overview again.

This function is handled by Zammads Web-UI and, I am afraid, functions as designed.
If the next ticket the UI remembers is already taken / no longer applying to the overview list then it fallback to stay on tab.