Showing a "-" when ever a customer updates a ticket

Technical assistance
1

Infos:

  • Used Zammad version: 6.2.0-1709189301.4a2dd7d0.bullseye
  • Used Zammad installation type: Package
  • Operating system: Debian 11
  • Browser + version: Chrome latest

Expected behavior:

  • When creating a customer responds to a ticket, it will display who updated the ticket.
    like in this picture
    upload://w6Rrq8dv1Me8N63HPvFg6LBR9Z1.png

Actual behavior:

  • What happens is that it says updated by “-” when ever a customer updates a ticket. When a agent updates it shows properly that a agent updated a ticket, but not a customer.
    like in this picture the top 2 tickets are agents updating a ticket, the bottom 2 are agents updating the ticket.
    upload://msnRgWUcd0WuobkRG6PmcSSfAf3.png
    This all started after we updated to the latest version.

Steps to reproduce the behavior:

  • Update a ticket by replying or emailing as a customer
2

Hi @Bubbadoge. Sorry, but the images you’ve posted are not available somehow.

3

Apologies, here they are.
the top 2 tickets were updated by agents
the bottom 2 tickets were updated by customers
imgur dot com /a/Tq6VHdW

4

To me it looks like some trigger makes ticket updates after a customer replied. Check the ticket history to see what trigger.

5

here is the history
1 day 17 hours ago

T

  • removed Ticket tag ‘unanswered’
  • removed Ticket tag ‘Tier 1’
  • updated Ticket Owner from ‘-’ → ‘T’
  • updated Ticket last_owner_update_at ‘03/04/2024 1:54 pm’
  • updated Ticket Tiers from ‘tier1’ → ‘sys_admin’
  • created Article
  • updated Ticket First response ‘03/04/2024 1:54 pm’
  • updated Ticket Last contact from ‘03/04/2024 1:44 pm’ → ‘03/04/2024 1:54 pm’
  • updated Ticket Last contact (agent) ‘03/04/2024 1:54 pm’
  • updated Ticket last_owner_update_at from ‘03/04/2024 1:54 pm’ → ‘03/04/2024 1:54 pm’
  • updated Ticket State from ‘new’ → ‘open’
  • updated Ticket last_owner_update_at from ‘03/04/2024 1:54 pm’ → ‘03/04/2024 1:54 pm’
  • updated Ticket Escalation at (First Response Time) ‘03/04/2024 2:04 pm’ → ‘-’
  • updated Ticket first_response_in_min ‘10’
  • updated Ticket first_response_diff_in_min ‘10’
  • updated Ticket Escalation at from ‘03/04/2024 2:04 pm’ → ‘03/06/2024 11:44 am’

1 day 17 hours ago

Trigger: Apply Sys Admin Tag

  • added Ticket tag ‘Sys Admin’

1 day 17 hours ago

T

  • email sent to ‘c@email.com’

1 day 17 hours ago

Customer

  • created Article
  • updated Ticket Last contact from ‘03/04/2024 1:54 pm’ → ‘03/04/2024 1:58 pm’
  • updated Ticket Last contact (customer) from ‘03/04/2024 1:44 pm’ → ‘03/04/2024 1:58 pm’
  • notification Ticket ‘t@email.com(update:online)’

1 day 17 hours ago

Customer

  • created Article
  • notification Ticket ‘t@email.com(update:online)’
6

I am having the same issue

7

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