"Outgoing Call" Ticket is automatically set to state open


  • Used Zammad version: 5.2.1
  • Used Zammad installation type: package
  • Operating system: ubuntu
  • Browser + version: chrome

Expected behavior:

  • If you create a ticket of type “outgoing call” via the web interface and set the status to “new”, then the status of the ticket should be “new”.

Actual behavior:

  • The status is changed from “new” to “open” according to the history directly after the creation.

Steps to reproduce the behavior:

  • see above

Further stuff

  • I don’t know if it’s a bug, or intentional. Because logically you have already started working on something when you have an outgoing call. However, it is then strange that you can select “new” under status at all.

That’s intentional because your agent already started working on the ticket.

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