Merging Tickets Fails


  • Used Zammad version: 5.0.3-45
  • Used Zammad installation type: docker-compose
  • Operating system: Ubuntu 20.04
  • Browser + version: Firefox 98.0.2+build1-0ubuntu0.20.04.1

Expected behavior:

  • Ticket will merge into another ticket of the agent’s choosing

Actual behavior:

  • This error comes up:

And this is observed in the logs:

I, [2022-03-31T18:12:37.065880 #1-138878360]  INFO -- : Started PUT "/api/v1/ticket_merge/436/90437" for at 2022-03-31 18:12:37 +0000
I, [2022-03-31T18:12:37.074311 #1-138878360]  INFO -- : Processing by TicketsController#ticket_merge as JSON
I, [2022-03-31T18:12:37.074605 #1-138878360]  INFO -- :   Parameters: {"source_ticket_id"=>"436", "target_ticket_number"=>"90437"}
E, [2022-03-31T18:12:37.564832 #1-138878360] ERROR -- : missing session value for '37264020', removing session.
E, [2022-03-31T18:12:37.723212 #1-138878360] ERROR -- : undefined method `id' for nil:NilClass (NoMethodError)
app/models/ticket.rb:372:in `block in merge_to'
app/models/transaction.rb:17:in `block in execute'
app/models/transaction.rb:14:in `execute'
app/models/transaction.rb:26:in `execute'
app/models/ticket.rb:296:in `merge_to'
app/controllers/tickets_controller.rb:396:in `ticket_merge'
app/controllers/application_controller/has_download.rb:21:in `block (4 levels) in <module:HasDownload>'
app/controllers/application_controller/has_download.rb:20:in `block (3 levels) in <module:HasDownload>'
app/controllers/application_controller/has_download.rb:19:in `block (2 levels) in <module:HasDownload>'
app/controllers/application_controller/handles_transitions.rb:16:in `handle_transaction'
I, [2022-03-31T18:12:37.731021 #1-138878360]  INFO -- : Completed 500 Internal Server Error in 656ms (Views: 0.3ms | ActiveRecord: 78.4ms | Allocations: 122502)

Additionally, this is generated in the web developer tools:

Steps to reproduce the behavior:

  • Navigate to an open ticket
  • Click the dropdown on the ticket pane
  • Choose option to Merge
  • From the pop-up modal, select the radio button corresponding to the ticket to merge to
  • Confirm choice
  • Error is generate

Please upgrade to current Zammad 5.1 and try again. Possibly you are on a bad patch level that’s buggy.

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