Chosen role setup disappeared


  • Used Zammad version: 4.1.1
  • Installation method (source, package, …): Rpm Repository
  • Operating system: CentOS 7
  • Database + version: 9.2.24
  • Elasticsearch version: 7.16.1
  • Browser + version: Microsoft Edge 96.0.1054.43 & Mozilla Firefox 91.3.0esr

Expected behavior:

  • Chosen role will be saved permanently in agent setup

Actual behavior:

  • After some time, the chosen role is unchosen in the agent view

Steps to reproduce the behavior:

  • We created a new role, picked up some agents, checked the checkbox (new role) and saved the setup. The agents are able to work with the tickets (depending the new role). Even after Logoff in Re-Login. After some time, the role setup is gone. The checkbox is unchecked.
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I’m going to lean out wide of my window and cast my crystal ball magic here:

I’m assuming you have set up the LDAP sync which is overwriting your manual role assignments roughly every hour during it’s run. This is perfectly normal. Zammad expects LDAP to the the source of truth.

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