Infos:
- Used Zammad version: Latest (7.2.1-1791280138.f3fa197.ubuntu22)
- Used Zammad installation type: package
- Operating system: Ubuntu 22.0.4.1
- Browser + version: Microsoft Edge (153.0.4234.48)
Expected behavior:
Zammad should work correctly and consistently regardless of which configured DNS alias is used to access the system. Ticket changes, such as changing the priority or owner, should be applied successfully by clicking the “Update” button. The ticket interface should also display the correct fields and options according to the current ticket status.
Actual behavior:
The Zammad system is configured with the following FQDN under Settings → System → FQDN:
In addition, several DNS aliases have been configured, for example:
When accessing Zammad via the configured FQDN (Zammtastic.ticket.de), the system works as expected and all ticket functions operate normally.
However, when accessing Zammad via the DNS alias (Problem.Zammtastic.de), various unexpected problems occur.
For example, changes made to a ticket, such as changing the priority, cannot be applied by clicking the “Update” button. The click appears to be ignored and the change is not saved.
After reloading the page using F5 or Ctrl+F5, the functionality works once. However, when attempting to make another change afterwards, such as changing the ticket owner, the “Update” button again does not work correctly.
We have also observed inconsistent behavior in the ticket interface. For example, a ticket with the status “open” displayed the “Pending until…” field, even though this field should not be displayed for the current ticket status.
The issue is not related to the user’s permissions. We also tested the behavior using the Zammad administrator account, but the same problems occurred. Changes to tickets could still not be applied correctly when accessing Zammad via the DNS alias.
As soon as Zammad is accessed using the FQDN configured in Zammad (Zammtastic.ticket.de), all functions work as expected.
This suggests that the problem may be related to accessing Zammad through a DNS alias that differs from the FQDN configured in the Zammad system settings.
Steps to reproduce the behavior:
Configure Zammtastic.ticket.de as the FQDN under Settings → System → FQDN.
Configure a DNS alias pointing to the same Zammad system, for example Problem.Zammtastic.de.
Open Zammad using the configured FQDN Zammtastic.ticket.de.
Open an existing ticket and change a value, e.g. the priority.
Click “Update”.
Observe that the change is applied successfully.
Now access the same Zammad system using the DNS alias Problem.Zammtastic.de.
Open an existing ticket and change a value, e.g. the priority.
Click “Update”.
Observe that the change is not applied and the click appears to be ignored.
Reload the page using F5 or Ctrl+F5.
Try changing the ticket again.
Observe that the change may work once, but subsequent changes fail again.
Repeat the test with the Zammad administrator account and observe the same behavior.
Compare the behavior with access through Zammtastic.ticket.de, where the issue does not occur.
Thank you very much for your help in investigating and resolving this issue.