Last contact agent doesn't get set when I write a private note as phone call

Technical assistance
1

Infos:

  • Used Zammad version: 5.2.1
  • Used Zammad installation type: docker
  • Operating system: Ubuntu
  • Browser + version: Firefox 109.0.1

Expected behavior:

  • When I add a phone call to the ticket, the “Last Contact (Agent)” gets set to the current time, no matter if it’s public or private, after all I had contact with them

Actual behavior:

  • The “Last Contact (Agent)” remains at its previous value.

Steps to reproduce the behavior:

  • on a ticket, write a note
  • set type as phone call
  • set note to private and save
  • check “Last Contact (Agent)” field

We set the note to private as it may contain information only intended for internal use such as snippets of logs, gathered during the call

2

A note article in general is not accounted as communication and thus does also not populate the last contact. Zammad expects communication when using “last contact” - a communication is a phone or email article. When using “internal” for a phone call, this may also be not the case as why would you set something to private if you did talk to the customer about the topic. You’d both know the topics so having it on public shouldn’t be an issue. So far for the theory.

You’re using an outdated Zammad version. We’re currently on 5.3.1, consider upgrading asap.