Problem with assigning Ticket-Owner; sometimes wrong link

[bmueller]

Infos:

• Used Zammad version: 6.2
• Used Zammad installation type: apt
• Operating system: Ubuntu
• Browser + version: Edge/Chrome

We’re using Zammad as internal Ticketsystem in our company. All Users are authenticated by LDAP/Microsoft 365. We’ve different Ticket-Groups (IT, HR, etc.), with different Roles (IT-Agent, HR-Agent, and “Customers”, which are our employees).

All customers can open Tickets within these groups. Also, only - for example - IT-Agents can edit Tickets in the Group “IT”.

New tickets are mainly created via eMail to eMail-Addresses, that Zammad receives via the Microsoft 365-Connector. eMails to it-support@domain.tld are automatically assigned to the Group “IT”, teamassistenz@domain.tld to the Group “Teamassistenz”, and so on.

Expected behavior:

If an IT-Employee (Agent in Group IT) is creating a Ticket via eMail in the HR-Department (hr@domain.tld), his eMail-Address/Person should be set as the owner of the ticket.

Actual behavior:

If an HR-Employee (Agent in Group HR) is creating a Ticket via eMail in the IT-Department (it-support@domain.tld), the eMail-Adress “it-support@domain.tld” will be automatically set as the owner of the ticket - not the HR-Employee himself.

Steps to reproduce the behavior:

It’s happening not every time, so i’m not sure, what’s the concrete cause. We have some users, were this problem happens often, but not every time. Mainly, it occures or is seen by HR-users, that are creating tickets via eMail to it-support@domain.tld.
I’ve testet it manually with a HR-employee, and on this test, the Ticket-Owner was set correct. Today, i got a new ticket from this HR-employee, and the owner was automatically set to “it-support@”.

So in general: Is this a known problem? Do we need to configure something special, so that Agents from Zammad-Groups can create normal tickets in other Groups (company departments), and that the ticket-owner is automatically set correct?

thanks in advance,
Bastian

[fliebe92]

Hi @bmueller. Could you please check the ticket history of an affected ticket? Maybe there was something running that changed the owner etc.

[bmueller]

Hi,
following the history of a ticket from yesterday. I’ve checked several older tickets; they look the same.
Daniela opens a ticket (she’s a Zammad-Agent in the Teamassistence-Group) via eMail from her company-eMailaddress to it-support@domain.tld. That’s the address of our IT-Group in Zammad, which Zammads polls over a Microsoft 356-channel.

In the moment, she creates the ticket, the customer of the ticket is assigned to “it-support@domain.tld”. In the following example, i’ve edit the ticket and manually corrected the “To:”-Field from “it-support@domain.tld” to her eMail-Adress, if i wrote a reply.

After i closed the ticket, i’ve changed the owner from it-support@ to her eMail-Adress.

12.12.2023 07:49
Daniela xxx
 erstellt Ticket
 erstellt Artikel
 aktualisiert Ticket Erstreaktion '12.12.2023 07:49'
 aktualisiert Ticket Letzter Kontakt '12.12.2023 07:49'
 aktualisiert Ticket Letzter Kontakt (Agent) '12.12.2023 07:49'
 aktualisiert Ticket last_owner_update_at '12.12.2023 07:49'
 aktualisiert Ticket first_response_in_min '0'
 aktualisiert Ticket first_response_diff_in_min '480'

System
 E-Mail gesendet an 'd.xxx@domain.tld'

Trigger: auto reply (on new tickets)
 erstellt Artikel

12.12.2023 07:57
Bastian xxx
 aktualisiert Ticket Besitzer von '-' → 'Bastian xxx'
 aktualisiert Ticket last_owner_update_at von '12.12.2023 07:49' → '12.12.2023 07:57'
 erstellt Artikel
 aktualisiert Ticket Letzter Kontakt von '12.12.2023 07:49' → '12.12.2023 07:57'
 aktualisiert Ticket Letzter Kontakt (Agent) von '12.12.2023 07:49' → '12.12.2023 07:57'
 aktualisiert Ticket last_owner_update_at von '12.12.2023 07:57' → '12.12.2023 07:57'
 aktualisiert Ticket Status von 'neu' → 'offen'
 aktualisiert Ticket last_owner_update_at von '12.12.2023 07:57' → '12.12.2023 07:57'
 E-Mail gesendet an 'd.xxx@domain.tld'

12.12.2023 07:58
Daniela xxx
 erstellt Artikel
 aktualisiert Ticket Letzter Kontakt von '12.12.2023 07:57' → '12.12.2023 07:58'
 aktualisiert Ticket Letzter Kontakt (Agent) von '12.12.2023 07:57' → '12.12.2023 07:58'
 aktualisiert Ticket last_owner_update_at von '12.12.2023 07:57' → '12.12.2023 07:58'
notification Ticket 'b.xxx@domain.tld(update:online)'

12.12.2023 08:08
Bastian xxx
 erstellt Artikel
 aktualisiert Ticket Letzter Kontakt von '12.12.2023 07:58' → '12.12.2023 08:08'
 aktualisiert Ticket Letzter Kontakt (Agent) von '12.12.2023 07:58' → '12.12.2023 08:08'
 aktualisiert Ticket last_owner_update_at von '12.12.2023 07:58' → '12.12.2023 08:08'
 E-Mail gesendet an 'd.xxx@domain.tld'

12.12.2023 08:21
Bastian xxx
 **aktualisiert Ticket Kunde von 'it-support' → 'Daniela xxx'**

[bmueller]

I’ve an other idea - but not sure, if that could be the cause.
As we setup Zammad, we created a new eMail-Address “helpdesk@domain.tld”, over which Zammad sends eMails.
We used this address also for an Zammad-channel (Microsoft 365), to catch eMails an assign them to our Zammad-Group “IT”.

Our employees use it-support@domain.tld for years, if they need technical assistance; so we created a exchange rule, to redirect all emails from persons within our organisation to helpdesk@domain.tld.

So it could be, that zammad catches eMails, that have an “it-support@”-address within the eMail-header. The mail should be redirected (not forwarded) - so the original From:-Field should still be the employee’s company address - and not “it-support”.

This could be the root cause for my problem - but: Than should any eMail from every employee to it-support@ marked as customer->it-support, and not only some mails from other Zammad-agents?

[bmueller]

Hi there,

short update to this. I think, i know, why/where the error occures - but i’ve no idea, how to get around that.

I’ve send a eMail from b.xxx@domain.tld to it-support@domain.tld. Our Exchange-Mailserver redirects this eMail to helpdesk@domain.tld.

HelpDesk@domain.tld is catched with a Microsoft 365-Connection. Tickets will be created in the Group “IT-Abteilung”:

I’ve copied the Test-eMail in the Inbox of helpdesk@ and checked the Headers; Exchange is not rewriting the To:-Field from it-support@ to helpdesk@; so in the eMail, hitting the Ticket-System, there’s still a To: with it-support@:

From: =?iso-8859-1?Q?Bastian_xxx?= <b.xxx@domain.tld>
To: IT-Support <it-support@domain.tld>

The new ticket in Zammad is then opend for the Customer “it-support@” instead of my person:

So i’m not sure, why Zammad uses the To:-Field as Customer, and not the From:-Field.

Has anyone an idea, how to get around? I can’t manipulate (set/remove) the Header-Field “To:” in my Exchange Online-Redirectrule.