[solved] Problem to close entry or change of ticket status


  • Used Zammad version: 2.9.x
  • Used Zammad installation source: docker
  • Operating system: ubuntu 18
  • Browser + version: Chrome Version 74.0.3729.169

Expected behavior:

  • That the status of the ticket is updated correctly.

Actual behavior:

  • When selecting the corresponding state to close the ticket, or change its status, and press update, the information is recharged, the ticket continues with an open state.

Steps to reproduce the behavior:

  • After entering Zammad, passing the general view, and selecting a specific ticket, after having resolved the incident corresponding to the ticket, select the status or any value of the checklists contained on the right side, then click on update, everything is the same, does not change the status of the ticket has closed

Below is the process for the change of state, as detailed as possible:

![Zammad1|690x326] (upload://2jTjAlPBXal0eUb7NUEKync1uv.png)

That’s really odd.
Is this behavior still the same if you reload the webapp? (so does the wrong state stay?)

  • Do you have any triggers configured that might shoot arrows in your knee? (So trigger that do change states)
  • Please check your logfile and maybe share the part where you try to reproduce this. Zammad should throw errors when it can’t set the state (for whatever reason)
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Effectively the solution is related to the triggers, a bad configuration was generating the aforementioned behavior. Thanks for your attention.

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