Infos:
- Used Zammad version: 6.5.0-1749479096.931d2586.bookworm
- Used Zammad installation type: package
- Operating system: Debian 12.11 (bookworm)
- Browser + version: Firefox 139.0.4
Expected behavior:
- Ticket owner changes the owner of a ticket to a different person in the company and also changes the state from open to pending reminder for a time that is more than 15 minutes into the future.
- New ticket owner is notified that a ticket has been assigned to them.
- New ticket owner is notified that a ticket has changed from pending reminder to open at the time defined by the previous ticket owner.
Actual behavior:
- New ticket owner is notified that a ticket has been assigned to them once the previous ticket owner updates the ticket but is not notified when the state changes at the previously defined time but instead is notified at least 10-15 minutes after.
We’ve identified that the Ticket.process_pending method only runs every 15 minutes, by default: zammad/db/seeds/schedulers.rb at develop · zammad/zammad · GitHub
We’d like to know how this can safely and correctly be tweaked in the Zammad console, and whether this could be exposed in documentation and, even better, the admin UI.
Confusingly, there is a “Scheduler” feature (and area in the UI) but it does not fully expose the jobs and options that are in the internal object called “Scheduler”.
Steps to reproduce the behavior:
- Owner creates a ticket that is assigned to themselves with the open state.
- Owner changes the state of the ticket from open to pending reminder for a time that is more than 15 minutes in the future, assigns the ticket to someone else in the company, and updates the ticket.
- Tester reviews
production.login real time and evaluates what’s going on internally.
Thanks in advance for looking at this.