Ticket Overview Auto-Refresh Issue After Downgrade from 6.5.0

Technical assistance
1

Hi Zammad Community,

We’re experiencing an issue with ticket overview auto-refresh after downgrading from version 6.5.0 back to 6.4.2 due to API changes. The problem persists even after downgrading further to 6.4.1.

Issue Description:

  • Ticket overview doesn’t refresh automatically when:
    • Single tickets are moved
    • Assignee is changed
    • Status updates occur
  • Strangely, bulk operations (multiple tickets) do trigger a refresh

System Information:

Ubuntu Version: 20.04.6 LTS
Zammad Version: 6.4.1-1743571869.4595302b.focal
Elasticsearch: 7.17.28
Redis: 5:5.0.7-2ubuntu0.1

Troubleshooting Steps Taken:

  1. Verified all schedulers are active:
zammad run rails r "p Scheduler.where(active: false).pluck(:name)"`
[]
  1. Deactivated and reactivated all schedulers to ensure no stuck processes
zammad run rails r "p Scheduler.where(active: true).update_all(active: false)"
zammad run rails r "p Scheduler.where(active: false).update_all(active: true)"
  1. Checking active schedulers (just for completion)
zammad run rails r "p Scheduler.where(active: true).pluck(:name)"
["Process pending tickets.", "Process ticket escalations.", "Process automatic ticket unassignments.", "Check channels.", "Check 'Channel' streams.", "Execute planned jobs.", "Clean up expired sessions.", "Delete old activity stream entries.", "Delete old 'RecentView' entries.", "Delete old online notification entries.", "Delete old token entries.", "Close chat sessions where participants are offline.", "Clean up closed sessions.", "Clean up ActiveJob locks.", "Sync calendars with iCal feeds.", "Generate user-based stats.", "Delete old stats store entries.", "Clean up 'HttpLog'.", "Clean up 'Cti::Log'.", "Delete obsolete classic IMAP backup.", "Execute import jobs.", "Handle data privacy tasks.", "Clean up dead sessions.", "Delete old upload cache entries.", "Clean up cache.", "Update exchange oauth 2 token.", "Clean up 'DataPrivacyTask'.", "Clean up mobile taskbars."]
  1. Overview Count
zammad run rails r "p Overview.count"
15
  1. Delayed jobs
# zammad run rails r "p Delayed::Job.count"
0
  1. System specific:
    6.1 System resources are well within limits
    6.2 No errors or warnings in zammad logs (–tail)
    6.3 Browser console shows no errors or warnings

We also tried to downgrade again to 6.4.1 (latest known working overview refresh). but the problem persists even there, which is puzzling.

Thank you for your assistance!

Best regards,
Henry Hofmann

P.S. We’re happy to provide any additional information or run specific tests needed to resolve this issue.

2

Hi,

I encountered a similar issue after downgrading from 6.5.0. The ticket overview wasn’t auto-refreshing as expected. After some troubleshooting, I found that restarting the server resolved the problem. It seems that the internal processes needed a reset to function properly.

Hope this helps!

3

Hi Mathew,

sry for the late reply.

So with downgrading from 6.4.2 we restarted multiple times without any success.
After downgrading from 6.4.2 to 6.4.1 and restarting, it worked.

Thank you very much.

Best regards,
Henry Hofmann.