The "Updated By" field doesn't update to last user

Technical assistance
1

Infos:

  • Used Zammad version: 6.3.1
  • Used Zammad installation type: package
  • Operating system: ubuntu 22.04
  • Browser + version: Chrome 127

Expected behavior:

  • The updated by field to show the last user that edit it

Actual behavior:

  • When an agent updates a ticket it will momentarily show the agent’s name and then replace it with a “-” I have checked history and the last update is done by the user. I checked the triggers to see if the system is making any updates and there are not any.

Steps to reproduce the behavior:

  • Make a change and update the ticket watch the overview the name will change and then go to a “-” a few seconds later

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2

I am certain that there’s a trigger or scheduler firing in the background - something that changes stuff as system. You should be able to see this kind of thing within the ticket history.

3

I have checked the history, and it only shows the last user. Nothing about any triggers touching the ticket and changing it. We have no schedluders.

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4

Strange. You have an escalated ticket (which will be updated by the system) but the entry to it is missing…? Or are you showing me different data sets…?

5

No, this is the same data set. This is a ticket created months ago when we started experiencing this. It is the same ticket.

6

Your two screenshots show entirely different or you’re omitting so much info that it’s hard to see it.

7

Okay here is a ticket from creation to first response.

  • I created the ticket
  • Responded to the ticket
  • I took screenshots last. The “-” should be my username as I updated the ticket last
  • The history is in its entirety

Is there anything else that can help?

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8

Interesting. This might have been a bug in Zammad 6.3.x. I cannot reproduce this on Zammad 6.4. Could you cross check?