Random Tickets not loading (Blank Page) Cannot read property 'customer_id' of null


  • Used Zammad version: 4.1.x
  • Used Zammad installation type: (source, package, docker-compose, …) Docker
  • Operating system: Windows 10
  • Browser + version: Any

Expected behavior:

  • Ticket should load normally

Actual behavior:

  • Random Tickets don’t load (Blank page)

Steps to reproduce the behavior:

  • Once Ticket is destroyed, it keeps giving blank page instead of loading


  • Console error: “Uncaught TypeError: Cannot read property ‘customer_id’ of null”

  • It happens randomly to new or edited tickets

  • Update to newest Version 4.1.x doesn’t help

  • Customer and Ticket exists in MySql database, no difference to a normal ticket

  • Once ticket is destroyed, the only way to get the data back is to generate a new ticket
    and update the ticket articles etc. to the new ticket id

  • This leads to another problem:
    Attachment links still use the “old” ticket id which does not exist anymore, attachments not working.
    If i manually correct the id in the link, the download works.
    Where can i fix that? I didn’t find any related documentation or MySql Table to update the
    ticketid in attachments.

I was able to solve the problem with the attachments by delete the ruby cache with
zammad run rails r ‘Cache.clear’ .
But blank Tickets remain.

No idea at all? Multiple blank Tickets are reported every day, and we don’t know why.
Please help.

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