Unable to open tickets that have no owner

Infos:

  • Used Zammad version: 5.2.x
  • Used Zammad installation type: Ubuntu package
  • Operating system: Ubuntu 20
  • Browser + version: Chrome 103.0.5060.53 on Mac

Expected behavior:

  • I should be able to view tickets that I have permission to view

Actual behavior:

  • When I have “FULL” permission in a group, AND when I try to open a ticket that has NO OWNER, the ticket fails to load and results in a blank page.

There is Javascript error in the console:

Uncaught TypeError: Cannot read properties of null (reading ‘toString’)
at Ticket._selectorMatch (application-8d8b6e5841a8ff7ba7b63d1a7a53488f0a8bbc9fd66f976a9b5403e474b5329b.js:26:10014)
at Ticket.selector (application-8d8b6e5841a8ff7ba7b63d1a7a53488f0a8bbc9fd66f976a9b5403e474b5329b.js:26:9014)
at a.render (application-8d8b6e5841a8ff7ba7b63d1a7a53488f0a8bbc9fd66f976a9b5403e474b5329b.js:54:12211)

Steps to reproduce the behavior:

  • Grant myself FULL permission to a Group (either directly on the user or via role)
  • Attempt to open a ticket that has no owner

The issue does not happen on tickets that already have assigned owner. It also does not happen when I take away the FULL permission, but give the other 4 permissions.

Just to report back in case this might help others, as I have found the root cause of my problem. I have ticket auto assignment enabled, with a condition that’s probably not setup properly:
“State” is (nothing selected)

The bug can be avoided by selecting some state in the condition list, or by turning off auto assignment.