Ticket Owner disappears

Infos:

  • Used Zammad version: Zammad Version 3.1.x
  • Used Zammad installation source: Zammand for UCS
  • Operating system: Debian (UCS)
  • Browser + version: Firefox 74.0

Expected behavior:

  • Ticket been assigned to an agent and stays assigned

Actual behavior:

  • Ticket been assigned to an agent and after few miutes the Owner is empty and the Ticket is unassigned

Steps to reproduce the behavior:

  • open a test Ticket
  • assign to an Agent
  • update the Ticket
  • logout
  • login and check the Ticket
  • Owner is Empty

Seems like you have “assignment timeout” enabled which removes agents automatically after the specified time.

See the following page for more information:
https://admin-docs.zammad.org/en/latest/manage/groups.html