[solved] Tickets lose their assigned agent

Good Morning Zammad-Community!

i have question and hope for some interesting informations.


If you are a Zammad Support or hosted customer and experience a technical issue, please refer to: support@zammad.com using your zammad-hostname / or company contract.

  • Used Zammad version: 2.7.x
  • Used Zammad installation source: (source, package, …) package
  • Operating system: Debian GNU/Linux 9
  • Browser + version: any browser

Expected behavior:

New tickets are assigned to an employee and this assignment should be preserved or passed on to another employee.

Actual behavior:

The assigned tickets lose their assigned agent after a certain time. Then I assign the editors again and again this assignment is lost.

Steps to reproduce the behavior:

Wait a while and the allocation of tickets is lost.

This sounds like “ASSIGNMENT TIMEOUT” function that you can set in groups.
If you leave that empty you should be fine.

Other wise it could be a scheduler.

If those two points werent it, please provide a screenshot of the ticket history of an affected ticket.

Hey MrGeneration,
greate thanks for your answer.

I think the point "ASSIGNMENT TIMEOUT” is the right solution here.

Ticket can be closed.

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