Notification about new Tickets sent to Agents which are not in group


  • Used Zammad version: 6.0.0-1691652171.0ad3e376.bullseye
  • Used Zammad installation type:package
  • Operating system: Debian GNU/Linux 11 (bullseye)
  • Browser + version: Chrome

Expected behavior:

Notification only sent to Agents in Group

Actual behavior:

Mail Notification for Created Tickets are sent to Agents which are not part of the Group and don’t have full Access to it
i already checked User.group_access(19, ‘full’).sort_by(&:login) and in this response there are only the correct agents but somehwere the Job for sending Mails get two more Mail Adresses from two other Agents which are not part of the group and don’t have Full Access to it

Steps to reproduce the behavior:

People in Group A
Person 1
Person 2
Person 3
Person 4

Ticket get Created for Group A
Mail Notification are sent to everbody in Group A
and to two other Agents which are not Part of Group A

Does anyone else have an idea what could be wrong? I already checked the Database Tables but could not find any relations that could lead to this issue

Please don’t fiddle directly in Zammads database.

Are you certain that they really don’t have full access somehow?
Possibly they are “out of office” replacements for user from the group in question?
Or do they receive the mail via a distribution group of the mail server possibly?

Calm down…We are talking about a select here and not changes to the database.
Now Zammad is not a highly complex database and easy to understand and query.

Thats the reason i checked the database entries if there might by some faulty data. As i could not find any relations in the UI between user and the group
there are also no mail via distribution group and no out of office active

Sorry for pointing out in a neutral way.