Used Zammad version: 5.4.0-1680178137.55dcec12.centos7
Used Zammad installation type: from YUM repo
Operating system: CentOS 7.9
Browser + version: not relevant
Problem Description:
When an agent user is either disabled or demoted from agent to regular user, it is not possible to look at any of her/his former tickets w/o being asked to save the changes, which would remove the user from the “owner” field. Sometimes it is even important to add some notes to an old ticket of a former agent. It is also not possible to do this w/o removing the owner information from the ticket. This is not ideal, as then we loose the owner information in statistics, overviews, searches ecc. Even if a person is not an agent any more, all tickets formerly belonging to her/him should stay owned by her/him and it should be possible to add information to the ticket w/o deleting the (former) ownership.
Yes and no.
You can always leave the ticket dialogue with discarding the draft state.
This has technical reasons as Zammad does not update or adjust tickets if you e.g. remove an agent from a specific group a ticket lifes in. As Zammad uses references to that user, this discrepancy affects you as agent when you view such a ticket.
To Zammad the ticket has been changed (because the owner is set to something that can’t be set so the UI resets the field no “-”. This causes the draft state.
The information itself is not lost as long as you don’t update the ticket.
Adding new information with the owner no longer being accurate is -at least in my POV- a technically incorrect state. You can’t own a ticket you don’t have access to. This might also have drawbacks on noticing a ticket coming back to open. If I’m adding information, I expect the owner to change in that scenario as well.
But that’s my POV. Right now that’s working the way it’s intendet