Do not remove owner when opening an old ticket

Feature requests
1

Title: Do not remove owner when opening an old ticket if he is no longer an agent but his ID is still in the DB.

  1. Everytime I open an old ticket to research something, the owner is removed if the was an old colleague that isn’t working anymore for our company. This causes the problem that when closing the ticket tab you are asked if you want to save the changes.

I think the best way to solve this would be to not remove the owner when the ticket status is “closed”. This would also have the advantage of immediately seeing who had edited the ticket without having to look into the history.

Your Zammad environment:

  • Average concurrent agent count: 5
  • Average tickets a day: 20
  • What roles/people are involved: Agent
1 Like
2

That won’t be possible, because the user in question no longer is a user and thus the data is techncially invalid. As soon as the ticket is being touched, Zammad will correct that.

3

Thank you for the answer.