Infos:
- Used Zammad version: 7.0.1
- Used Zammad installation type: docker-compose
- Operating system: Oracle Linux 9
- Browser + version: Firefox 149
Expected behavior:
I have simple trigger: if the agent answered to ticket - they become ticket owner. It works. And the owner should stay the same until another agent answers to the ticket.
Actual behavior:
Periodically (it’s scheduled internal task) the System resets ticket ownership to ‘-’.
For this ticket it did at 10:40 and 11:20.
zammad-scheduler-1 | I, [2026-04-30T11:20:44.405697#1-84144] INFO -- : 2026-04-30T11:20:44+0300: [Worker(host:8647013ff5d7 pid:1 tid:84144)] Job TransactionJob [9a1b4a6d-bd0e-46be-a798-a89778912813] from DelayedJob(default) with arguments: [{"object" => "Ticket", "object_id" => 261, "user_id" => 1, "created_at" => {"_aj_serialized" => "ActiveJob::Serializers::TimeWithZoneSerializer", "value" => "2026-04-30T08:20:41.406575636Z", "time_zone" => "Etc/UTC"}, "type" => "update", "changes" => {"owner_id" => [462, 1], "last_owner_update_at" => [{"_aj_serialized" => "ActiveJob::Serializers::TimeWithZoneSerializer", "value" => "2026-04-30T07:47:49.182000000Z", "time_zone" => "Etc/UTC"}, nil], "_aj_hash_with_indifferent_access" => true}, "_aj_symbol_keys" => ["object", "object_id", "user_id", "created_at", "type", "changes"]}, {"interface_handle" => "scheduler", "_aj_symbol_keys" => ["interface_handle"]}] (id=610337) (queue=default) RUNNING
zammad-scheduler-1 | I, [2026-04-30T11:20:46.640654#1-84144] INFO -- : 2026-04-30T11:20:46+0300: [Worker(host:8647013ff5d7 pid:1 tid:84144)] Job TransactionJob [9a1b4a6d-bd0e-46be-a798-a89778912813] from DelayedJob(default) with arguments: [{"object" => "Ticket", "object_id" => 261, "user_id" => 1, "created_at" => {"_aj_serialized" => "ActiveJob::Serializers::TimeWithZoneSerializer", "value" => "2026-04-30T08:20:41.406575636Z", "time_zone" => "Etc/UTC"}, "type" => "update", "changes" => {"owner_id" => [462, 1], "last_owner_update_at" => [{"_aj_serialized" => "ActiveJob::Serializers::TimeWithZoneSerializer", "value" => "2026-04-30T07:47:49.182000000Z", "time_zone" => "Etc/UTC"}, nil], "_aj_hash_with_indifferent_access" => true}, "_aj_symbol_keys" => ["object", "object_id", "user_id", "created_at", "type", "changes"]}, {"interface_handle" => "scheduler", "_aj_symbol_keys" => ["interface_handle"]}] (id=610337) (queue=default) COMPLETED after 2.2349
The logs show what’s happening: "changes" => {"owner_id" => [462, 1]
What is the logic behind this behavior?
P.S. It behaved the same in 6.5.x versions.
