Hide groups (old customers) retain the tickets for future use


  • Used Zammad version: 3.6.x
  • Used Zammad installation type: RPM
  • Operating system: Ubuntu 18.04
  • Browser + version: Firefox 87.0

Expected behavior:

  • Hide or make a group inactive so that it does not show up in the “groups” list when creating a new ticket. but still be able to search for the closed tickets of hidden / inactive groups for future reference

Actual behavior:

  • When I make groups inactive the groups disappear from the “group” list in the new ticket however all closed tickets for the group disappear.

  • When I set the agents to have no permission to the groups they are removed from the “group” list as desired but closed tickets cannot be seen.

Steps to reproduce the behavior:

  • Set group to inactive or remove agent permission and then try and search for tickets of one or more of the groups

Resolved this can be closed.

I had to update Elastic search and rebuild / re-index. among other things but it’s working.

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