The ticket does not open when the customer calls

[prizrochik]

Infos:

• Used Zammad version: 3.6.X
• Used Zammad installation source: (ubuntu)
• Operating system:
• Browser + version: all

Expected behavior:

• when an incoming call is made, we send commands:

to=1000&callId=10001608975475.9958&event=newCall&from=71111111111&direction=in

answeringNumber=505&direction=in&user=505&event=answer&callId=10001608975475.9958

before switching to version 3.6. a new ticket was opened

Actual behavior:

Now , the client profile opens

if the customer’s phone number is not in the database from a new ticket is opened

[awedor]

This is not a bug, it’s a change that was made to Zammad and I think it’s fantastic. There is no way to configure this behaviour, sorry.

[prizrochik]

by what principle does this happen? some calls open new tickets, and some open the client’s profile. how to make it the same type?

[prizrochik]

this is exactly an error because if one client called 5 times, 1 profile will be opened, and 5 applications will not be created

[awedor]

You can find the issue on Github.
If the user has recently opened a ticket the user profile will open, if the user can not be identified or didn’t have any recent activity then a new ticket is opened.
If the user profile opened and you want to create a new ticket you just have to open the action menu on the top right.

[MrGeneration]

To shed some further light into this topic.
If you run the following command, you can technically disable this behavior. This means you will always get the new ticket dialogue.

rails r "Setting.set('cti_customer_last_activity', 0)"

By default this setting is set to 30.days - above value is in seconds.