Infos:
- Used Zammad version: 6.5.0
- Used Zammad installation type: Helm, k8s
- Operating system: Debian 12
- Browser + version: Vivaldi 7.5.3735.44 / Chrome 138.0.7204.143
Expected behavior:
- When I set a ticket to “pending reminder” with a specific date and time, I expect to receive a notification at that scheduled time — even if I later change the date/time to a new value.
Actual behavior:
- The first time I set the pending reminder, the notification is sent (possibly with a delay due to the 15-minute job interval, which is acceptable).
- However, if I update the pending reminder to a new date/time, the notification does not trigger at the new time.
Interestingly, if the server is restarted after the missed notification, the reminder appears immediately.
Steps to reproduce the behavior:
- Create or open a ticket.
- Set the ticket state to pending reminder, choose a future date/time.
- Wait — the reminder triggers correctly.
- Before that time arrives (or after), edit the ticket and change the pending reminder date/time to a new one.
- Wait for the new reminder time — nothing happens.
- Restart the Zammad server/cluster after the missed reminder time — the reminder is then delivered.
Description
I’m testing Zammad in a development cluster. I use the “pending reminder” state to notify myself about tickets at scheduled times. This feature works fine the first time I set it.
But if I decide to reschedule the reminder (change the date/time), the second notification never comes — unless I restart the server after the missed reminder time, in which case it suddenly shows up.
This suggests the reminder is still queued somewhere but isn’t processed again after modification.
I couldn’t find any similar issues on the forum. Could this be a bug or a misconfiguration?
Also, I’d suggest improving the documentation around “pending reminder” behavior — specifically noting that notifications are tied to a cron job that runs every 15 minutes.
Any help would be appreciated.
Thanks in advance!
Best regards
