Inconsistent Behavior of "Group" Field Between Dev and Prod Environments

Technical assistance
1

Infos:

Hi everyone,
I am experiencing inconsistent behavior in the group selection when creating a new ticket in Zammad. I have configured two groups:

  • Facilities
  • Licenses (a subgroup of Facilities)

The goal is to allow users to create tickets only under the Licenses group. In the settings, I have configured the selection so that users can only choose “Facilities → Licenses”.

  • Used Zammad version: 6.4.1
  • Used Zammad installation type: k8s, helm
  • Operating system: debian 12
  • Browser + version: vivaldi 7.1.3570.48, firefox 128.7.0esr

Expected behavior:

  • The behavior in Dev and Prod should be consistent.
  • The sub-group should be visible and pre-selected as in Dev.
  • If multiple groups are allowed, they should all be visible in the dropdown menu.

Actual behavior:

  • In prod, when creating a new ticket, the “group” field is empty, but the fields displayed below correspond to “Licenses,” meaning the value is assigned but not shown.
  • If I enable selection for “Licenses” and “Users” (default zammad group) the dropdown menu only displays:

Steps to reproduce the behavior:

  • Configure the groups as described.
  • Set “Group selection for Ticket creation” to allow users to select only “Licenses” sub-group.
  • Create a new ticket and observe the behavior of the “group” field
2

Hi @gianfalconi. Maybe you have a Core Workflow in place in one instance.

3

Hi, yes, I have some workflows, but the group attribute is managed by only one. The only thing it does is “show” because if only one group is selected under “Group selection for Ticket creation,” the group field is not displayed.

4

Please use the Rails Console and fetch the value for the setting customer_ticket_create_group_ids. E.g. enter the Rails Console with rails console and then do a Setting.get('customer_ticket_create_group_ids') and compare the output of both instances.

5

I already tried, in both instances the value is “3”

6

This sounds wrong to me. Could you please post the complete output here?

7

Do you have this workflow configured in both instances?

8

I’ve found a workaround:
If I create a workflow that removes other groups when the role is “customer,” the group field appears empty for the customer. However, now they can select the “licenses” group. Additionally, if I configure only “licenses” under “Group selection for Ticket creation,” the group field is already pre-selected as “licenses” for the customer.

In short, using both the workflow and “Group selection for Ticket creation” together has resolved the issue in prod environment.

Thanks for your support!

9

I stand corrected, it worked for a few minutes, but then the group field appeared empty again. It seems to be a bug where, if only a subgroup is selected in ‘Group selection for Ticket creation,’ nothing is displayed. I think, for now, I will just remove the others groups via workflow, but it would have been more convenient for the user if it had been pre-filled.

10

Yes, i do.
Here is the output of the dev instance:
image
And here the prod instance:
image

11

Very strange. I cannot reproduce this behavior, works fine for me - even without workflows.

12

If you try to create a new ticket the group field is already filled with the subgroup?

13

The group field is not shown if only one group is available. Otherwise, I can see the group field and can select a value. Nothing pre-selected.