Reopened ticket is reported wrongly as closed


  • Used Zammad version: 4.1
  • Used Zammad installation type: (source, package, docker-compose, …) package
  • Operating system: CentOs
  • Browser + version: FireFox Ver. 92.0

Expected behavior:

  • Reopened ticket should not be listed in the closed tickets in the reporting section

Actual behavior:

  • Reopened ticket is listed in the closed tickets list but with open state

Steps to reproduce the behavior:

  • Create a ticket
  • Close it
  • Open it again
  • Go to reporting page. Select -all- profile, and click on closed button. You will see the reopened ticket listed with its state as open

This is actually working as intended.
The close_at attribute gets set exactly once - upon the first close time.

It’s not being updated after any more.
The reporting shows the as is information of the time period based on the state it has been.
This is also the reason why you may see “closed” tickets in the listing within the “open” tab.

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