Not possible to change the ticket state to pending reminder


  • Used Zammad version: 2.6
  • Used Zammad installation source: (source, package, …) deb
  • Operating system: Ubuntu 16.04
  • Browser + version: latest Chrome, latest Edge (Win 10 1803), latest Firefox, IE 11

Expected behavior:

  • should change the ticket state to pending reminder

Actual behavior:

  • If an Agent change the state of a ticket from any state to “pending reminder” the state jumps back to open.

Steps to reproduce the behavior:

  • Create or open a new ticket
  • Change the state to pending reminder and set a date (i.e. two days later)
  • Press Update

The strange thing is, that we have two instances of zammad running (two servers). Both of them uses the same version, the configuration is exact the same. The Operating Sytem is on both system Ubuntu. One of this instances runs as expected the other one have the above described issue.

Is there a way to debug this behavior? I have no idea how that could happen and how can i solve this issue.


Shame on me :frowning_face: It was a missconfiguration by myself. I have tried a trigger that open all Pending Reminder Tickets after 1 minute to open.

Sorry for this thread.

Hey there,

thanks for giving feedback, glad you found the problem!
Trigger can indeed put you down in a bad way :frowning:

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