Custom_State not working

Technical assistance
1

Infos:

  • Used Zammad version: 6.4.1
  • Used Zammad installation type: docker compose
  • Operating system: Ubuntu 20.04
  • Browser + version: Brave v1.73.97

Expected behavior:

Gui Custom State “Awaiting Feedback” can be changed in the Gui and Api.

Actual behavior:

Custom State “Awaiting Feedback” not possible to set in the the Gui.
The process does not finish and the state does not change as desired.
It started after upgrading Zammad to the latest version.
It is possible via API to set the state.
*

Steps to reproduce the behavior:

Dropdown menu, change to “Awaiting Feedback” state is not updated when the button is pressed.
In the Developer Tools under Network, there is no communication error, all 200s.
Via Api we can set the state.
*

2

Actually in the Developer Tools of the Browser we get:
actually i did find now an error in the Developer console when changing the state of the Ticket:

Uncaught TypeError: Cannot read properties of null (reading 'state_type')
   at App.TicketZoom.i.submitChecklist (application-0a85c1a8faf9c37bf1b4fbadaf8c8c7278937bc13cb53cf9bc83167dda2ec25c.js:71:13132)
   at i.submitChecklist (application-0a85c1a8faf9c37bf1b4fbadaf8c8c7278937bc13cb53cf9bc83167dda2ec25c.js:70:22690)
   at App.TicketZoom.i.submit (application-0a85c1a8faf9c37bf1b4fbadaf8c8c7278937bc13cb53cf9bc83167dda2ec25c.js:71:12740)
   at i.submit (application-0a85c1a8faf9c37bf1b4fbadaf8c8c7278937bc13cb53cf9bc83167dda2ec25c.js:70:22690)
   at HTMLButtonElement.<anonymous> (application-0a85c1a8faf9c37bf1b4fbadaf8c8c7278937bc13cb53cf9bc83167dda2ec25c.js:9:2293)
   at HTMLDivElement.dispatch (application-0a85c1a8faf9c37bf1b4fbadaf8c8c7278937bc13cb53cf9bc83167dda2ec25c.js:2:22826)
   at HTMLDivElement.<anonymous> (application-0a85c1a8faf9c37bf1b4fbadaf8c8c7278937bc13cb53cf9bc83167dda2ec25c.js:2:20802)
3

Restart the compose stack and reload Zammad in your browser. Does that help?

4

did that already with inconitgo window and diferent browser. Doesnt help.
also if i create a new custom state, the error is the same.

5

so you did not try to restart Zammad?

6

did docker compose restart thats all. Is there any other way?

7

Disabling the Checklist feature in the Admin Portal fixes the issue.
Could this be a Bug, or might there be any configuration that needs to be adapted to the custom_state so that it allows the checklist feature ?

8

Can you maybe share the details of this custom state?

9

Hi Dominik,

Below you can find some info regarding the custom state “awaiting feedack” we have then one trigger for this state and 4 schedulers which also do some action on it.

[6] pry(main)> state = Ticket::State.find_by(name: "awaiting feedback")                   
=> #<Ticket::State:0x00007f516f719d88
 id: 8,
 state_type_id: 4,
 name: "awaiting feedback",
 next_state_id: nil,
 ignore_escalation: true,
 default_create: false,
 default_follow_up: false,
 note: nil,
 active: true,
 updated_by_id: 1,
 created_by_id: 1,
 created_at: Mon, 22 Feb 2021 06:42:09.991000000 UTC +00:00,
 updated_at: Mon, 29 Jan 2024 07:39:45.476000000 UTC +00:00>

<page break> --- Press enter to continue ( q<enter> to break ) --- <page break>
[7] pry(main)> state = Ticket::State.find_by(name: "awaiting feedback")
[7] pry(main)> state = Ticket::State.find_by(name: "awaiting feedback")
puts state.attributes
{"id"=>8, "state_type_id"=>4, "name"=>"awaiting feedback", "next_state_id"=>nil, "ignore_escalation"=>true, "default_create"=>false, "default_follow_up"=>false, "note"=>nil, "active"=>true, "updated_by_id"=>1, "created_by_id"=>1, "created_at"=>Mon, 22 Feb 2021 06:42:09.991000000 UTC +00:00, "updated_at"=>Mon, 29 Jan 2024 07:39:45.476000000 UTC +00:00}
=> nil