Customer response did not change last_updated_at

skip · October 7, 2025, 7:32am

Used Zammad version: Dies ist Zammad Version 6.5.2-1758803538.1210d52c.noble
Used Zammad installation type: package
Operating system: Ubuntu
Browser + version: Any

Expected behavior:

Customer updated various tickets
Last contact changes

Actual behavior:

The same customer updated various tickets
Last contact did not change for one ticket, but it did for another

Steps to reproduce the behavior:

I do not know how to reproduce this

Here is the log part from the ticket that did not update:
The timezone in the LOG is UTC, in the screenshots is Europe/Rome

Parameters: {"number"=>"202510011000117", "title"=>"Profil löschen - User anlegen - Ordner löschen", "group_id"=>43, "owner_id"=>2, "customer_id"=>574, "state_id"=>"4", "priority_id"=>2, "article"=>{"from"=>"XXXXXX", "to"=>"", "cc"=>"", "subject"=>"", "body"=>"[FILTERED]", "content_type"=>"text/html", "ticket_id"=>57512, "type_id"=>11, "sender_id"=>2, "internal"=>false, "in_reply_to"=>"", "form_id"=>"b2e20824-77fc-4d67-a170-52097cec0aed", "subtype"=>""}, "updated_at"=>"2025-10-02T07:45:45.159Z", "preferences"=>{"escalation_calculation"=>{"last_update_at"=>"2025-10-01T08:15:41.497Z", "last_contact_at"=>"2025-10-01T08:15:41.497Z", "sla_id"=>2, "sla_updated_at"=>"2024-08-28T03:57:32.544Z", "calendar_id"=>1, "calendar_updated_at"=>"2025-09-30T10:45:23.982Z", "escalation_disabled"=>false}}, "ticket_free_text1"=>"", "ticket_free_key2"=>"[FILTERED]", "ticket_free_text2"=>nil, "ticket_free_key3"=>"[FILTERED]", "ticket_free_text3"=>nil, "ticket_free_key4"=>"[FILTERED]", "ticket_free_text4"=>nil, "organization_id"=>237, "type"=>"", "id"=>"57512", "all"=>"true"}

Here is the log from a different ticket, but the same user, where the last_updated has changed

Parameters: {"number"=>"202510031000031", "title"=>"Einstellung der Bildwiederholfrequenz wird nicht ausgeführt", "group_id"=>42, "owner_id"=>85, "customer_id"=>574, "state_id"=>"4", "priority_id"=>2, "article"=>{"from"=>"XXXXXX", "to"=>"", "cc"=>"", "subject"=>"", "body"=>"[FILTERED]", "content_type"=>"text/html", "ticket_id"=>57556, "type_id"=>11, "sender_id"=>2, "internal"=>false, "in_reply_to"=>"", "form_id"=>"54a76d56-53cd-4a5f-8ac7-9cd0bf3e0772", "subtype"=>""}, "updated_at"=>"2025-10-06T13:15:09.418Z", "preferences"=>{"escalation_calculation"=>{"last_update_at"=>"2025-10-03T06:25:16.132Z", "last_contact_at"=>"2025-10-03T06:25:16.132Z", "sla_id"=>2, "sla_updated_at"=>"2024-08-28T03:57:32.544Z", "calendar_id"=>1, "calendar_updated_at"=>"2025-10-02T10:45:27.382Z", "escalation_disabled"=>false}}, "ticket_free_text1"=>"", "ticket_free_key2"=>"[FILTERED]", "ticket_free_text2"=>nil, "ticket_free_key3"=>"[FILTERED]", "ticket_free_text3"=>nil, "ticket_free_key4"=>"[FILTERED]", "ticket_free_text4"=>nil, "organization_id"=>236, "type"=>"", "id"=>"57556", "all"=>"true"}

The differences I see are in these lines:

"preferences"=>{"escalation_calculation"=>{"last_update_at"=>"2025-10-01T08:15:41.497Z", "last_contact_at"=>"2025-10-01T08:15:41.497Z", "sla_id"=>2, "sla_updated_at"=>"2024-08-28T03:57:32.544Z", "calendar_id"=>1, "calendar_updated_at"=>"2025-09-30T10:45:23.982Z", "escalation_disabled"=>false}

and
"preferences"=>{"escalation_calculation"=>{"last_update_at"=>"2025-10-03T06:25:16.132Z", "last_contact_at"=>"2025-10-03T06:25:16.132Z", "sla_id"=>2, "sla_updated_at"=>"2024-08-28T03:57:32.544Z", "calendar_id"=>1, "calendar_updated_at"=>"2025-10-02T10:45:27.382Z", "escalation_disabled"=>false}

For the first ticket, both the Last Contact and Last Updated fields appear to be the same, even though they are not. As if the update at 02.10.2025 at 9:45 did not register correctly.

Additionally, the same customer updated two separate tickets, which adds some complexity to the situation.

Could you suggest what further steps I can take to verify why the last_contact field for the customer (DSB) isn’t updating as expected?

Thanks!

skip · October 7, 2025, 7:41am

This is the log from the 02.10.2025 from the same ticket

I, [2025-10-02T07:45:44.745596#1563-1150020]  INFO -- : Started PUT "/api/v1/tickets/57512?all=true" for xx.xxx.x.xx at 2025-10-02 07:45:44 +0000
I, [2025-10-02T07:45:44.759102#1563-1150020]  INFO -- :   Parameters: {"number"=>"202510011000117", "title"=>"Profil löschen - User anlegen - Ordner löschen", "group_id"=>43, "owner_id"=>2, "customer_id"=>574, "state_id"=>"4", "priority_id"=>2, "article"=>{"from"=>"XXXXXXXXXX", "to"=>"", "cc"=>"", "subject"=>"", "body"=>"[FILTERED]", "content_type"=>"text/html", "ticket_id"=>57512, "type_id"=>11, "sender_id"=>2, "internal"=>false, "in_reply_to"=>"", "form_id"=>"c60c277b-f250-45da-972e-43398a942eb6", "subtype"=>""}, "updated_at"=>"2025-10-02T06:56:08.017Z", "preferences"=>{"escalation_calculation"=>{"last_update_at"=>"2025-10-01T08:15:41.497Z", "last_contact_at"=>"2025-10-01T08:15:41.497Z", "sla_id"=>2, "sla_updated_at"=>"2024-08-28T03:57:32.544Z", "calendar_id"=>1, "calendar_updated_at"=>"2025-09-30T10:45:23.982Z", "escalation_disabled"=>false}}, "ticket_free_text1"=>"", "ticket_free_key2"=>"[FILTERED]", "ticket_free_text2"=>nil, "ticket_free_key3"=>"[FILTERED]", "ticket_free_text3"=>nil, "ticket_free_key4"=>"[FILTERED]", "ticket_free_text4"=>nil, "organization_id"=>237, "type"=>"", "id"=>"57512", "all"=>"true"}
I, [2025-10-02T07:45:45.162448#1550-1116180]  INFO -- :   Parameters: {"key"=>"Ticket-57512", "callback"=>"TicketZoom", "state"=>{"ticket"=>{}, "article"=>{"body"=>"[FILTERED]", "from"=>"XXXXXXXX", "ticket_id"=>"57512", "content_type"=>"text/html", "type_id"=>"11", "sender_id"=>"2", "form_id"=>"c60c277b-f250-45da-972e-43398a942eb6", "type"=>"web"}}, "params"=>{"ticket_id"=>57512, "overview_id"=>29, "shown"=>true}, "prio"=>43, "notify"=>false, "active"=>true, "attachments"=>[], "updated_at"=>"2025-10-02T07:44:11.865Z", "id"=>"34306"}
I, [2025-10-02T07:45:47.050882#1147-196460]  INFO -- : 2025-10-02T07:45:47+0000: [Worker(host:zammad-web pid:1147)] Job TransactionJob [316a9456-a5aa-4a84-908c-afa6129012ff] from DelayedJob(default) with arguments: [{"object"=>"Ticket", "object_id"=>57512, "user_id"=>574, "created_at"=>{"_aj_serialized"=>"ActiveJob::Serializers::TimeWithZoneSerializer", "value"=>"2025-10-02T07:45:45.137162904Z", "time_zone"=>"Etc/UTC"}, "type"=>"update", "changes"=>{"updated_by_id"=>[2, 574], "last_contact_at"=>[{"_aj_serialized"=>"ActiveJob::Serializers::TimeWithZoneSerializer", "value"=>"2025-10-02T06:56:05.491000000Z", "time_zone"=>"Etc/UTC"}, {"_aj_serialized"=>"ActiveJob::Serializers::TimeWithZoneSerializer", "value"=>"2025-10-02T07:45:45.081000000Z", "time_zone"=>"Etc/UTC"}], "last_contact_customer_at"=>[{"_aj_serialized"=>"ActiveJob::Serializers::TimeWithZoneSerializer", "value"=>"2025-10-01T13:41:09.963000000Z", "time_zone"=>"Etc/UTC"}, {"_aj_serialized"=>"ActiveJob::Serializers::TimeWithZoneSerializer", "value"=>"2025-10-02T07:45:45.081000000Z", "time_zone"=>"Etc/UTC"}], "_aj_symbol_keys"=>[]}, "article_id"=>225840, "_aj_symbol_keys"=>["object", "object_id", "user_id", "created_at", "type", "changes", "article_id"]}, {"interface_handle"=>"application_server", "_aj_symbol_keys"=>["interface_handle"]}] (id=1389670) (queue=default) RUNNING
I, [2025-10-02T07:45:48.129047#1147-196460]  INFO -- : 2025-10-02T07:45:48+0000: [Worker(host:zammad-web pid:1147)] Job TransactionJob [316a9456-a5aa-4a84-908c-afa6129012ff] from DelayedJob(default) with arguments: [{"object"=>"Ticket", "object_id"=>57512, "user_id"=>574, "created_at"=>{"_aj_serialized"=>"ActiveJob::Serializers::TimeWithZoneSerializer", "value"=>"2025-10-02T07:45:45.137162904Z", "time_zone"=>"Etc/UTC"}, "type"=>"update", "changes"=>{"updated_by_id"=>[2, 574], "last_contact_at"=>[{"_aj_serialized"=>"ActiveJob::Serializers::TimeWithZoneSerializer", "value"=>"2025-10-02T06:56:05.491000000Z", "time_zone"=>"Etc/UTC"}, {"_aj_serialized"=>"ActiveJob::Serializers::TimeWithZoneSerializer", "value"=>"2025-10-02T07:45:45.081000000Z", "time_zone"=>"Etc/UTC"}], "last_contact_customer_at"=>[{"_aj_serialized"=>"ActiveJob::Serializers::TimeWithZoneSerializer", "value"=>"2025-10-01T13:41:09.963000000Z", "time_zone"=>"Etc/UTC"}, {"_aj_serialized"=>"ActiveJob::Serializers::TimeWithZoneSerializer", "value"=>"2025-10-02T07:45:45.081000000Z", "time_zone"=>"Etc/UTC"}], "_aj_symbol_keys"=>[]}, "article_id"=>225840, "_aj_symbol_keys"=>["object", "object_id", "user_id", "created_at", "type", "changes", "article_id"]}, {"interface_handle"=>"application_server", "_aj_symbol_keys"=>["interface_handle"]}] (id=1389670) (queue=default) COMPLETED after 1.0780
I, [2025-10-02T07:45:48.164985#1147-196460]  INFO -- : 2025-10-02T07:45:48+0000: [Worker(host:zammad-web pid:1147)] Job SearchIndexJob [d099abda-3ad6-4d7e-a26c-791e0cfca9d8] from DelayedJob(default) with arguments: ["Ticket", 57512] (id=1389665) (queue=default) RUNNING
I, [2025-10-02T07:45:48.246334#1147-196460]  INFO -- : 2025-10-02T07:45:48+0000: [Worker(host:zammad-web pid:1147)] Job SearchIndexJob [d099abda-3ad6-4d7e-a26c-791e0cfca9d8] from DelayedJob(default) with arguments: ["Ticket", 57512] (id=1389665) (queue=default) COMPLETED after 0.0812
I, [2025-10-02T07:45:48.248451#1147-196460]  INFO -- : 2025-10-02T07:45:48+0000: [Worker(host:zammad-web pid:1147)] Job SearchIndexAssociationsJob [59446508-704b-4247-aa90-f6636d77ba0a] from DelayedJob(default) with arguments: ["Ticket", 57512] (id=1389666) (queue=default) RUNNING
I, [2025-10-02T07:45:48.352185#1147-196460]  INFO -- : 2025-10-02T07:45:48+0000: [Worker(host:zammad-web pid:1147)] Job SearchIndexAssociationsJob [59446508-704b-4247-aa90-f6636d77ba0a] from DelayedJob(default) with arguments: ["Ticket", 57512] (id=1389666) (queue=default) COMPLETED after 0.1036
I, [2025-10-02T08:19:33.534961#1563-1218960]  INFO -- :   Parameters: {"key"=>"Ticket-57512", "callback"=>"TicketZoom", "params"=>{"ticket_id"=>57512, "overview_id"=>21, "shown"=>true}, "prio"=>267, "notify"=>false, "active"=>true, "id"=>"c-263"}
I, [2025-10-02T08:19:33.537457#1583-1083840]  INFO -- :   Parameters: {"object"=>"Ticket", "o_id"=>57512}
I, [2025-10-02T08:19:33.703856#1550-1189880]  INFO -- : Started GET "/api/v1/tickets/57512?all=true&auto_assign=true&_=1759386780459" for 172.22.22.252 at 2025-10-02 08:19:33 +0000
I, [2025-10-02T08:19:33.710737#1550-1189880]  INFO -- :   Parameters: {"all"=>"true", "auto_assign"=>"true", "_"=>"1759386780459", "id"=>"57512"}
I, [2025-10-02T08:19:36.959592#1563-1241420]  INFO -- :   Parameters: {"key"=>"Ticket-57512", "callback"=>"TicketZoom", "state"=>{"ticket"=>{}, "article"=>{"form_id"=>"96df19cf-b23c-45fb-80b1-594466559892"}}, "params"=>{"ticket_id"=>57512, "overview_id"=>21, "shown"=>true}, "prio"=>267, "notify"=>true, "active"=>true, "attachments"=>[], "updated_at"=>"2025-10-02T08:19:33.551Z", "id"=>"34319"}
I, [2025-10-02T09:08:56.061152#1583-1239520]  INFO -- : Started GET "/api/v1/tickets/57512?all=true&auto_assign=true&_=1759394321910" for 172.22.22.252 at 2025-10-02 09:08:56 +0000
I, [2025-10-02T09:08:56.267302#1583-1239520]  INFO -- :   Parameters: {"all"=>"true", "auto_assign"=>"true", "_"=>"1759394321910", "id"=>"57512"}
I, [2025-10-02T09:58:25.262118#1583-1263880]  INFO -- : Started GET "/api/v1/tickets/57512?all=true&auto_assign=true&_=1759394321927" for 172.22.22.252 at 2025-10-02 09:58:25 +0000
I, [2025-10-02T09:58:25.284867#1583-1263880]  INFO -- :   Parameters: {"all"=>"true", "auto_assign"=>"true", "_"=>"1759394321927", "id"=>"57512"}
I, [2025-10-02T10:05:16.038934#1550-1247960]  INFO -- :   Parameters: {"key"=>"Ticket-57512", "callback"=>"TicketZoom", "state"=>{"ticket"=>{}, "article"=>{"form_id"=>"96df19cf-b23c-45fb-80b1-594466559892"}}, "params"=>{"ticket_id"=>57512, "overview_id"=>21, "init"=>true}, "prio"=>267, "notify"=>false, "active"=>true, "attachments"=>[], "updated_at"=>"2025-10-02T08:19:36.982Z", "id"=>"34319"}
I, [2025-10-02T10:05:18.805849#1550-1257980]  INFO -- :   Parameters: {"key"=>"Ticket-57512", "callback"=>"TicketZoom", "state"=>{"ticket"=>{}, "article"=>{"form_id"=>"96df19cf-b23c-45fb-80b1-594466559892"}}, "params"=>{"ticket_id"=>57512, "overview_id"=>21, "init"=>true}, "prio"=>267, "notify"=>false, "active"=>false, "attachments"=>[], "updated_at"=>"2025-10-02T08:19:36.982Z", "id"=>"34319"}
I, [2025-10-02T10:08:54.418099#1554-1284300]  INFO -- : Started GET "/api/v1/tickets/57512?all=true&auto_assign=true&_=1759394321990" for 172.22.22.252 at 2025-10-02 10:08:54 +0000
I, [2025-10-02T10:08:54.427710#1554-1284300]  INFO -- :   Parameters: {"all"=>"true", "auto_assign"=>"true", "_"=>"1759394321990", "id"=>"57512"}
I, [2025-10-02T10:38:55.397719#1554-1299180]  INFO -- : Started GET "/api/v1/tickets/57512?all=true&auto_assign=true&_=1759394322004" for 172.22.22.252 at 2025-10-02 10:38:55 +0000
I, [2025-10-02T10:38:55.406379#1554-1299180]  INFO -- :   Parameters: {"all"=>"true", "auto_assign"=>"true", "_"=>"1759394322004", "id"=>"57512"}
I, [2025-10-02T11:08:55.435315#1550-1285480]  INFO -- : Started GET "/api/v1/tickets/57512?all=true&auto_assign=true&_=1759394322017" for 172.22.22.252 at 2025-10-02 11:08:55 +0000
I, [2025-10-02T11:08:55.442954#1550-1285480]  INFO -- :   Parameters: {"all"=>"true", "auto_assign"=>"true", "_"=>"1759394322017", "id"=>"57512"}
I, [2025-10-02T11:39:46.499366#1550-1296200]  INFO -- : Started GET "/api/v1/tickets/57512?all=true&auto_assign=true&_=1759394322032" for 172.22.22.252 at 2025-10-02 11:39:46 +0000
I, [2025-10-02T11:39:46.517580#1550-1296200]  INFO -- :   Parameters: {"all"=>"true", "auto_assign"=>"true", "_"=>"1759394322032", "id"=>"57512"}
I, [2025-10-02T14:02:59.575120#1550-1296060]  INFO -- : Started PUT "/api/v1/taskbar/34450" for 94.167.219.230 at 2025-10-02 14:02:59 +0000
I, [2025-10-02T14:34:53.575125#1554-1327020]  INFO -- : Started GET "/api/v1/translations/lang/de-de?_=1759415693361" for 172.22.22.252 at 2025-10-02 14:34:53 +0000

MrGeneration · October 7, 2025, 7:47am

See contact last at behaviour.

skip · October 7, 2025, 7:51am

Thank you @MrGeneration, when was this option added?
I do not remember seeing this during setup, although my memory is not the best

Update:
Alright, I see this is there since 3.x, I must have overlooked it.

Thanks again for the quick answer!

system · October 14, 2025, 7:52am

This topic was automatically closed 7 days after the last reply. New replies are no longer allowed.