"Follow-up possible" opening ticket partially

[konrad]

Infos:

• Used Zammad version: 3.4
• Used Zammad installation source: package
• Operating system: Debian 10.5
• Browser + version: Microsoft Edge Version 87.0.664.47 (Official build) (64-bit)
• Each component has its own VM (DB, Application, Elastic)

Expected behavior:

• Ticket status is changed from closed to open and it is visible for agents

Actual behavior:

• When a customer replies to a closed ticket and the ticket belongs to a group with “follow ups possible”, the ticket remains “closed” (in the UI, ticket details view) but in the history of the ticket is information that the ticket was opened. Additionally, the ticket is visible in the overviews for open tickets (which is good) but the status displayed in the overview is “closed”.

Printscreen: http://blawat.info/screenshots/Image-001n1606738515ux15s.png

Steps to reproduce the behavior:

• Create a group with an option “follow-up possible = yes”
• Open a ticket as a customer.
• Close the ticket as an agent.
• Reply to the ticket as a customer.
• The ticket should be in the state “open” but is in the “closed” state.

That behavior was reproduced on two separate instances of Zammad.

[MrGeneration]

Sorry I’m confused.
The read order of the ticket history is from top to bottom.

The part you provided shows that your customer reopened the ticket 3 days ago - about 2 days later (3 hours ago) your agent did close the ticket.

Or did you mean that the ticket is reopened but you can’t see that visually in the interface?
If so, ensure that this is not a caching issue.

I currently can’t reproduce the behavior you’re describing I’m afraid.
Maybe search your production.log for ERROR which my help.

[konrad]

Hello, I have tried to reproduce that once again - without success.
I suspect that the error that I have reported (false positive) coincided with our scheduler issues.

Probably it was one of the reasons, this could be also the caching issue.

Thank you for your help!
The ticket can be closed.