Used Zammad version: 5.3.1-1673964147.88b9f618.bionic
Used Zammad installation type: package?
Operating system: Ubuntu 18.04.6 LTS
Browser + version: newest chrome
Expected behavior:
If a ticket is set to pending reminder at 8 o’clock, I expect a notification as well as an email, if the user allowed these ways in his profile settings.
Actual behavior:
No notification or mail.
Steps to reproduce the behavior:
set reminder and wait?
I didnt saw any important errors in the production.log at that time.
Mail channel is all green.
There is another Ticket that had set a pending reminder (same day same time).
Only difference is that this 2nd Ticket has a owner set.
In the first Ticket there was no owner because the whole group should get reminder notifications. (And this worked in the past!)
The first ticket didnt throw any notifications or emails at that day too.
But on the day after at 00:13.
I guess that is the behaviour if the agent didnt changed the ticket state.
So how can I troubleshoot this and prevent it from happening again?
Luckily my colleges had also an entry in their calender. But we need to rely on Zammad.
Hi & thanks for your honesty. I didnt know our version was outdatet.
Ive updatet it to 6.1.0-1700492762.96ac5a60.bionic.
Before that Update we set that ticket again in pending reminder to this morning at 8.
Yet there was no reminder.
Could it be our (I think outdatet too) ubuntu 18.04 LTS OS?
Ive tried updating that too but postgresql had not enough space for migrating, so we try that again soon with enough disk space.
We understood now that pending reminder is not working in every ticket that has no owner. (So everyone from the group should get a reminder - but instead no one is getting anything).
Btw a week ago I’ve updated to ubuntu 20.04.6 LTS and successfully migrated our zammad Database to postgresql-12. But it didnt effect our issue
Thank you very much - didnt know there were such settings