Owner of tickets assigned to user with custom agent roles are deleted


  • Used Zammad version: 3.1.0
  • Used Zammad installation source: source, mysql
  • Operating system: debian 8
  • Browser + version: all

Expected behavior:

Using different agent roles are handled like default agent role.

Actual behavior:

I created a second agent role “QS agent”. The rights of this group are similar only difference is a different group. In frontend you are able to assign the agent as owner of a ticket.

Login as member of the new agent role.
I assign all tickets to a owner of role “QS agent”. Changes are saved.
I login as this user.
I see all tickets in “My assigned tickets”
After a while all tickets disappear because a scheduler task in background is removing the owner of all tickets with “QS agents”.
I added/removed client role
I added/removed agent role
No effect - Owner is always deleted after a few minutes

Is it a “security feature”?

Steps to reproduce the behavior:

  • create second group and agent role
  • create tickets for this group
  • assign tickets to agents

Can you please share your group settings?
Smells greatly like you’re using “assignment timeout” here.


Yes. This was the solution. Thanks

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