Ticket state changes from waiting for reminder to open after an email-update


  • Used Zammad version: 2.9.x
  • Used Zammad installation source: package
  • Operating system: Debian 9
  • Browser + version: Firefox

Expected behavior:

  • Tickets with a state set to waiting for reminder should keep this state after a ticket update via email is received

Actual behavior:

  • If the email update arrives, the ticket state changes to open

Steps to reproduce the behavior:

  • create a ticket, forward an email to the ticket system by changing the subject to the number of the created ticket


we sometimes want to forward emails from other sources to some tickets, to keep the email in the customers history. Badly, when we forward an email, the ticket state changes from “waiting for reminder” (if set) to “open”.

How can we stop this?

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