Labels are not saved


  • Used Zammad version: 3.5.x
  • Used Zammad installation source: (source, package, …) Ubuntu via DEB
  • Operating system: Ubuntu 18.04.5 LTS
  • Browser + version: Chromium

Expected behavior:

  • When adding labels to tickets, they are saved the moment you leave the labels field.

Actual behavior:

  • When leaving the labels -field the label seems to be saved. But when refreshing the page, the label is gone. When using the submit-button the behavior is the same. Labels are not saved. The role of the user doesn’t seem to differ either.

Steps to reproduce the behavior:

  • Problem started without notice or error as far as we know.
  • We tried the usual Elestic search cleanup and a restart, but no effect.

PS.: Our ticketnumbering skipped a number between the URL and the #number reference at ticket 1066. But this happened weeks ago and not simultanious with the described issue.

Please let us know how to fix or debug this.
Thanks in advance.

Sounds like performance issues.
Does it store the tag if you wait longer or does this consistly fail?

The VM actually runs Ubuntu 16.04 but I’m sure it isn’t an OS issue. We presume that problems started after the 3.5 upgrade. The VM is blazingly fast, so waiting longer doesn’t change a thing for us.

It does consistly fail. When we add a tag and leave the field it seems to save it. Even when we press the save-button it stays visible, like it has been saved. But when we close the tab and re-open it, the label is gone.

Also the discrepancy between the ticketnumber and the counter in the URL worries us. Isn’t it possible that, because of this, the code tries to save the data to the wrong record and is stopped because of that? This could relate to the ‘not merging’ issue as well.

Hopefully you can give us some debug command to get to the bottom of this.
Thanks in advance.

Sorry, there’s nothing to debug.
You’re proberbly overseeing the error messages for the tagging endpoints which should appear.

With Zammad 3.5 because of a security issue the endpoints for tagging and merging have changed (see: and ).

So your issue can have to reasons:

  • caching issues on the browser (the old webapp still is used), clear the cache, it should help
  • if the cache is cleared and this does not help, ensure to use the latest stable 3.5 installation

After that you should be fine.

Sorry, for the delay in response. Our issue has been resolved 2 weeks ago when reading Merging Tickets fails in 3.5 and followed up on that.

We still have the (small) issue of the difference between the numbering in the #ticketnumber and the URL number wich are different. The URL-number is 1 higher than the ticketnumber in the text. Is there a way to fix this? Thanks in advance.

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