Tab has changed notification after update to zammad 5

blorg · October 21, 2021, 9:47am

Infos:

Used Zammad version: 5.0.1
Used Zammad installation type: (source, package, docker-compose, …) package
Operating system: Ubuntu 18.04 LTS
Browser + version: Firefox 93

Expected behavior:

Being able to close a tab/ticket that has not been changed without being told that something has changed. User avatars should only display the pen symbol when they are editing the ticket.

Actual behavior:

Zammad tells me that I changed something on a new ticket when trying to close the tab on the left side which is not the case. Also every user that opens the ticket has a little pen on his avatar although they are not editing the ticket. This does not happen with older tickets that have already been answere, closed or edited in some way.

Steps to reproduce the behavior:

open new ticket and try to close the tab again without changing anything else.

This is the notification we get when simply looking at a ticket and trying to close the tab on the left side afterwards.

Does anyone see the same behavior in their zammad instance ? We also have a dev system that is on the exact same version and does not show this behavior. I had a look at the log files but they don’t show any error.

rolfschmidt · October 21, 2021, 9:50am

Please update your zammad 5. We had major bugfixes yesterday. The issue could be related hopefully its fixed then.

blorg · October 21, 2021, 9:51am

Thank you will do asap

blorg · October 21, 2021, 10:00am

did not work it still shows the same behavior. I updated to 5.0.1-1634756231.678b5ada.bionic

rolfschmidt · October 21, 2021, 10:01am

Does it occur again after saving the current ticket state? Does it occur for all open tickets?

rolfschmidt · October 21, 2021, 10:47am

What you also could do to debug this is open your inspector in a broken ticket (F12) and post the results of:

JSON.stringify(App.TaskManager.get('Ticket-2').state)
JSON.stringify(App.Ticket.find(2))

Replace the number 2 with the Ticket-ID in your browser url. Also provide a screenshot from the ticket then.

If you have access to the console then provide also the output of the ticket via rails console:

zammad run rails r "pp Ticket.find(2)"

blorg · October 21, 2021, 10:59am

It does not occur again after saving the current ticket state

blorg · October 21, 2021, 11:09am

This is the output from the inspector

JSON.stringify(App.TaskManager.get('Ticket-83593').state)
"{\"ticket\":{\"last_contact_is_agent\":true},\"article\":{\"form_id\":\"814198707\"}}"

JSON.stringify(App.Ticket.find(83593))
"{\"number\":\"37835936\",\"title\":\"test\",\"group_id\":1,\"owner_id\":1,\"customer_id\":58,\"state_id\":1,\"priority_id\":2,\"updated_at\":\"2021-10-21T11:03:10.247Z\",\"preferences\":{\"channel_id\":4,\"escalation_calculation\":{\"first_response_at\":\"2021-10-21T11:03:10.140Z\",\"last_update_at\":\"2021-10-21T11:03:10.140Z\",\"last_contact_at\":\"2021-10-21T11:03:10.140Z\",\"sla_id\":6,\"sla_updated_at\":\"2021-09-15T14:27:35.449Z\",\"calendar_id\":1,\"calendar_updated_at\":\"2021-10-20T17:49:23.187Z\",\"escalation_disabled\":false}},\"pending_time\":null,\"last_contact_is_agent\":null,\"id\":83593}"

and this is the zammad run rails output

#<Ticket:0x000055e9d2be2e60
 id: 83593,
 group_id: 1,
 priority_id: 2,
 state_id: 1,
 organization_id: 2,
 number: "37835936",
 title: "test",
 owner_id: 1,
 customer_id: 58,
 note: nil,
 first_response_at: Thu, 21 Oct 2021 11:03:10 UTC +00:00,
 first_response_escalation_at: nil,
 first_response_in_min: nil,
 first_response_diff_in_min: nil,
 close_at: nil,
 close_escalation_at: nil,
 close_in_min: nil,
 close_diff_in_min: nil,
 update_escalation_at: nil,
 update_in_min: nil,
 update_diff_in_min: nil,
 last_contact_at: Thu, 21 Oct 2021 11:03:10 UTC +00:00,
 last_contact_agent_at: Thu, 21 Oct 2021 11:03:10 UTC +00:00,
 last_contact_customer_at: nil,
 last_owner_update_at: Thu, 21 Oct 2021 11:03:10 UTC +00:00,
 create_article_type_id: 1,
 create_article_sender_id: 1,
 article_count: 1,
 escalation_at: nil,
 pending_time: nil,
 type: nil,
 time_unit: nil,
 preferences:
  {"channel_id"=>4,
   "escalation_calculation"=>
    {"first_response_at"=>Thu, 21 Oct 2021 11:03:10 UTC +00:00,
     "last_update_at"=>Thu, 21 Oct 2021 11:03:10 UTC +00:00,
     "last_contact_at"=>Thu, 21 Oct 2021 11:03:10 UTC +00:00,
     "sla_id"=>6,
     "sla_updated_at"=>Wed, 15 Sep 2021 14:27:35 UTC +00:00,
     "calendar_id"=>1,
     "calendar_updated_at"=>Wed, 20 Oct 2021 17:49:23 UTC +00:00,
     "escalation_disabled"=>false}},
 updated_by_id: 58,
 created_by_id: 58,
 created_at: Thu, 21 Oct 2021 11:03:10 UTC +00:00,
 updated_at: Thu, 21 Oct 2021 11:03:10 UTC +00:00,
 last_contact_is_agent: nil>

Screenshots

rolfschmidt · October 21, 2021, 11:29am

Can you post a screenshot of your field configuration of last_contact_is_agent ?

blorg · October 21, 2021, 11:47am

rolfschmidt · October 21, 2021, 11:51am

Hi @blorg ,
thanks for your help. I think we have core workflow issue here because of the heavy rework. You could try to use this workaround maybe if you are not using the field in the edit screen.

I will create issue for the topic and post it here in a sec.

rolfschmidt · October 21, 2021, 11:57am

github.com/zammad/zammad

Not displayed fields should not impact the edit screen

opened 11:56AM - 21 Oct 21 UTC

rolfschmidt

bug verified core workflows

### Infos: * Used Zammad version: 5.0 * Installation method (source, package…, ..): all * Operating system: all * Database + version: all * Elasticsearch version: all * Browser + version: all ### Expected behavior: * Boolean fields are only compared if they are displayed. By default not displayed fields should get removed in the edit screen. ### Actual behavior: * If you have a ticket with a boolean field where ticket does not contain any value for the boolean field then it compares the nil state with the hidden boolean value. ### Steps to reproduce the behavior: * Create boolean field * Open existing ticket ``` JSON.stringify(App.TaskManager.get('Ticket-111').state) JSON.stringify(App.Ticket.find(111)) ``` Yes I'm sure this is a bug and no feature request or a general question. https://community.zammad.org/t/tab-has-changed-notification-after-update-to-zammad-5/7938/6

system · February 18, 2022, 11:57am

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