Ticket owner is not assigned

Technical assistance
1
  • Used Zammad version: 6.5.0-1744386958.c2724a10.noble
  • Used Zammad installation type: package
  • Operating system:
  • Browser + version: Chrome 136.0.7103.114

Expected behavior:

I set the ticket owner
the owner opens the ticket
The owner does not change anymore

Actual behavior:

I am setting the ticket owner
After 5 minutes - is Assignment timeout in Group Settings
Owner is cleared

The documentation says - “The time in minutes after which the ticket’s ownership will revert back to unassigned after the assigned agent hasn’t worked on the ticket. This timeout does not take any working hours in the account.”

But any actions with the ticket still do not stop the owner from being cleared.

What exactly does “worked on the ticket” mean?
How can I take the ticket into work and prevent the owner from being cleared?

And also
All triggers and Core Workflows are disabled