Status changes after mail

Technical assistance
1

Infos:

  • Used Zammad version: 5.3.1
  • Used Zammad installation type: (source, package, docker-compose, …)
  • Operating system: Linux, PHP 8.1 + PHP 7.4
  • Browser + version: Google Chrome Version 110.0.5481.77

Expected behavior:

A mail is written to the reader via the note field. The status should not change as a result.

Actual behavior:

A mail is written to the reader via the note field. The status changes to the next level. example: from open to new - or from new to closed.
*

Steps to reproduce the behavior:

  1. New ticket
  2. Assign owner
  3. Send a mail via the note field.
  4. Status changes!
2

Hi, this works as intended. After an agent sends out the first response, the ticket can be open, closed or in a pending reminder status. But it can not be changed to new again.

3

but that zammad changes the status automatically. example: even if i have status new the status goes to closed.

4

it is clear that it can no longer have the status new. But the fact that the ticket is automatically closed from open after a mail to the customer is not correct, is it?

5

Please see:
https://user-docs.zammad.org/en/latest/basics/service-ticket/settings/state.html#whats-the-difference-between-new-and-open

It is documented and working as such.

That’s also working as expected, see:
https://admin-docs.zammad.org/en/latest/manage/groups/settings.html

6

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