Several lost Tickets

Infos:

  • Used Zammad version: 3.4.x
  • Used Zammad installation source: package - CentOS zammad repo
  • Operating system: CentOS 7
  • Browser + version: all

Expected behavior:

  • Tickets should be found via search or accesses via the ticket ID
    elasticsearch is working. Tickets or customers can be found
    Just few old Tickets seem to have disappeard.

Actual behavior:

  • Tickets are not found via search and appear to not exist if i try to access them via the ticket id

Steps to reproduce the behavior:

  • search for subject or enter the ticket id in the search field

additional Infos:

Currently i am still investigation and have not found any possible problem. Maybe someone could give me some hints what or where i can check for problems further.

kind regards

If your elasticsearch index is up to date and functional (you can double check that with rebuilding it by running zammad run rake searchindex:rebuild) and direct accessing tickets via their IDs doesn’t work they’re proberbly removed.

Within UI there’s only one way to remove tickets within Zammad 3.4: The scheduler ( https://admin-docs.zammad.org/en/latest/manage/scheduler.html ).

Note that missing group permission may also lead to this behaviour, but in this case Zammad should tell you that you’re not allowed instead of the ticket not existing.

You can double check on the rails console to be 100% sure:

# Find ticket by its number
zammad run rails r "p Ticket.find_by(number: {ticket-number})"

# Find ticket by its ID
zammad run rails r "p Ticket.find({ticket-ID})"