Overview refresh time in mobile view

Technical assistance
1

Infos:

  • Used Zammad version: 6.5.2 (latest version, updated yesterday)
  • Used Zammad installation type: package
  • Operating system: Ubuntu 24.04
  • Browser + version: Safari, Chrome, Edge latest versions 145

Hey,

we usually have around 10-15 agents working in Zammad at the same time. Some of them access Zammad only via smartphone and handle tickets while on the go.

Several users have reported that the overviews sometimes take 1 or 2 minutes to refresh. During this time, tickets are still marked as open even though another user has already completed them. I am able to reproduce this issue on a test device.

If I have the overview open on my PC and on my smartphone, and then close a ticket using a third device, the closed ticket disappears from the PC within about 3 seconds. However, on the smartphone it only disappears after 30 seconds, sometimes even 60 seconds.

What could be the reason for this?

The server is sufficiently sized, and it seems to me that the issue is more on the client side. When I open the mobile view on the PC (by adding /mobile to the URL), the same problem occurs there as well. Does the mobile version work differently in this regard, and is there any way to influence this behavior?

The health-check is always green (ok). Which information are useful to find out the problem?

Thanks!

2

The desktop UI has a completely different overview implementation. The desktop UI tries to be up-to-date in real time, but the mobile view does not have such a mechanism.

In mobile, currently, only every 60 seconds the count is checked, and when this changes, the overview will be refetched.
On mobile, the current design requires a manual refresh from time to time.
For sure, this is maybe not the best way in general, but the idea was also to have the load low in a mobile context.
In the longer run, we also want to improve the situation on mobile; this will maybe be the case when we have the new desktop UI released and can reuse some stuff from the new implementation.

1 Like
3

Thanks for the quick reply :+1: