Scheduler does not delete tickets


  • Used Zammad version: 5.0.x
  • Operating system: Windows
  • Browser + version: Firefox 95.0.2

Expected behavior:

  • Scheduler is set to delete all tickets that have been given the “spam” tag every night
    ** Conditions: Tags → contains all → spam
    ** Execute changes: Action → delete and State → closed
  • Scheduler shows that it has already processed >10k tickets, expected behavior is that these are removed from the system permanentyl

Actual behavior:

  • even though scheduler shows ticket processing these are not removed from Zammad

Steps to reproduce the behavior:

  • create scheduler with the configuration mentioned above, give tickets a “spam” tag

@korton Did you ever get this to work?

Just a wild guess, but maybe Scheduler won’t process the ticket because it can’t change the state of a deleted ticket? :nerd_face:

Yes, but to be completely honest I do not know why. I am sure someone must have changed something in the Zammad configuration, but so far I have not hunted that info since I was simply happy that it worked and I could take my mind elsewhere.

Only thing I saw was that the amount of tickets in my overviews dropped from 10k to 100 over the course of a few days.

The scheduler only had to process tickets with a spam tag, regardless of state. But since I also have a trigger that closes tickets tagged as spam and I also had a trigger that sets a spam tag for certain topics and sender domains, I would guess that the schedulere only had to process closed tickets, not deleted tickets.

Sorry for not being precise—I think the issue is with your intended actions:

** Execute changes: Action → delete and State → closed

While that might work, why would you alter the state of a deleted ticket? Try removing

State → closed

and please let us know if that fixes it.

Hi, I have re-checked the schedulers, and they indeed all now only have the action “delete”. Seems that this might have done the trick, although I did not follow up on whether the change to actions was what triggered the scheduler to actually work. But I will keep that in mind in the future, thanks a lot!

Does that mean that schedulers will not process tickets in general if there are more actions after the delete action?

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Well—since all actions refer to the ticket itself, if the ticket get’s deleted first, that would make sense to me.

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