Empty ticket titles suddenly

Technical assistance
1

Infos:

  • Used Zammad version: 6.3.1
  • Used Zammad installation type: (source, package, docker-compose, …) Package
  • Operating system: U22
  • Browser + version: All

Expected behavior:

  • Email subjects will create ticket titles
  • This was working until this week when the rails console was used to reset an admin’s password after their departure.
  • Ticket triggers were also modified concurrent with this reset.

Actual behavior:

  • All new tickets get a “-” ticket title.

Steps to reproduce the behavior:

  • Any email sent to the system is missing a complete title based on the subject of the sent email. All other message information is correctly included.
  • Are there any triggers that could be overriding the automatic title setting behavior? There are no actions present that specifically set that value.
  • Service resets, system reboots were not successful in resolving the issue.
2

Issue has been resolved.

There were multiple triggers applying to each ticket coming in and one was setting an empty title. Apologies, user error here.

2 Likes
3

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