Hey everyone,
After changing the server and updating my Zammad installation, I have a problem with the ticket status “open”.
Here I am actually shown “geschlossen” -> closed and the ticket color is green instead of orange.
I know that I can fix the problem using the ruby console. I’m just unsure how … Maybe someone can help me.
Thank you very much
Regards Sonja
Heya,
sorry I don’t really get your issue right now.
The closed state by default shows green which is intended.
Sounds like you’re fiddled around within the code which we cannot support for various reasons.
I’m not understanding the connection between “open” and “closed” at this moment - but I’d love to!
Please describe what you’re doing, what’s happening and more importantly: What you’re expecting (but doesn’t happen).
Hey Mr. Generation.
no, I did not fool around in the code - don’t worry: D
This is actually a very simple standard installation that was migrated from OTRS a few months ago.
Before the update or relocation, the ticket status was yellow, for example, on open and the indicator color.
The status is now green and “closed” but the ticket is still listed as open.
A status in the status list has the wrong name and color.
I hope you understand what i mean. This is a little confusing.
especially because I don’t know how it came about
greetings very much
Sonja
Hey @SonjaMeier,
can you have a look at the tickets via rails and post what the status is in there?
Maybe it’s just a “frontend bug” or something like that.
cheers
Hey everyone
i think the ticket states looks be fine.
but how can i check the state of a ticket?
HMG-Supportadmin@HMG-Support:~$ sudo zammad run rails c
Loading production environment (Rails 5.2.4.1)
irb(main):001:0> Ticket::StateType.all
=> #<ActiveRecord::Relation
[#<Ticket::StateType id: 1, name: "new", note: nil, updated_by_id: 1, created_by_id: 1, created_at: "2020-01-10 15:20:15", updated_at: "2020-01-10 15:20:15">,
#<Ticket::StateType id: 2, name: "open", note: nil, updated_by_id: 1, created_by_id: 1, created_at: "2020-01-10 15:20:15", updated_at: "2020-01-10 15:20:15">,
#<Ticket::StateType id: 3, name: "pending reminder", note: nil, updated_by_id: 1, created_by_id: 1, created_at: "2020-01-10 15:20:15", updated_at: "2020-01-10 15:20:15">,
#<Ticket::StateType id: 4, name: "pending action", note: nil, updated_by_id: 1, created_by_id: 1, created_at: "2020-01-10 15:20:15", updated_at: "2020-01-10 15:20:15">,
#<Ticket::StateType id: 5, name: "closed", note: nil, updated_by_id: 1, created_by_id: 1, created_at: "2020-01-10 15:20:15", updated_at: "2020-01-10 15:20:15">,
#<Ticket::StateType id: 6, name: "merged", note: nil, updated_by_id: 1, created_by_id: 1, created_at: "2020-01-10 15:20:15", updated_at: "2020-01-10 15:20:15">,
#<Ticket::StateType id: 7, name: "removed", note: nil, updated_by_id: 1, created_by_id: 1, created_at: "2020-01-10 15:20:15", updated_at: "2020-01-10 15:20:15">]>
irb(main):002:0> Ticket::State.all
=> #<ActiveRecord::Relation [#<Ticket::State id: 1, state_type_id: 1, name: "new", next_state_id: nil, ignore_escalation: false, default_create: true, default_follow_up: false, note: "New ticket created by customer.", active: true, updated_by_id: 1, created_by_id: 1, created_at: "2012-08-07 22:03:14", updated_at: "2012-08-07 22:03:14">,
#<Ticket::State id: 10, state_type_id: 3, name: "wartet auf externen Support", next_state_id: nil, ignore_escalation: false, default_create: false, default_follow_up: false, note: "", active: true, updated_by_id: 1, created_by_id: 1, created_at: "2012-08-09 08:16:06", updated_at: "2016-06-11 20:11:37">,
#<Ticket::State id: 11, state_type_id: 3, name: "wartet auf Smea IT", next_state_id: nil, ignore_escalation: false, default_create: false, default_follow_up: false, note: "", active: true, updated_by_id: 1, created_by_id: 1, created_at: "2012-08-09 08:16:47", updated_at: "2012-12-12 14:47:19">,
#<Ticket::State id: 12, state_type_id: 3, name: "wartet auf IT-Kontor", next_state_id: nil, ignore_escalation: false, default_create: false, default_follow_up: false, note: "", active: true, updated_by_id: 1, created_by_id: 1, created_at: "2012-08-09 08:17:35", updated_at: "2012-12-12 14:47:31">,
#<Ticket::State id: 13, state_type_id: 5, name: "closed with workaround", next_state_id: nil, ignore_escalation: false, default_create: false, default_follow_up: false, note: "ticket is closed with workaround", active: true, updated_by_id: 1, created_by_id: 1, created_at: "2013-07-17 06:56:24", updated_at: "2013-11-20 09:03:07">,
#<Ticket::State id: 2, state_type_id: 5, name: "closed successful", next_state_id: nil, ignore_escalation: false, default_create: false, default_follow_up: false, note: "Ticket is closed successful.", active: true, updated_by_id: 1, created_by_id: 1, created_at: "2012-08-07 22:03:14", updated_at: "2012-08-07 22:03:14">,
#<Ticket::State id: 3, state_type_id: 5, name: "closed unsuccessful", next_state_id: nil, ignore_escalation: true, default_create: false, default_follow_up: false, note: "Ticket is closed unsuccessful.", active: true, updated_by_id: 1, created_by_id: 1, created_at: "2012-08-07 22:03:14", updated_at: "2012-08-07 22:03:14">,
#<Ticket::State id: 4, state_type_id: 2, name: "open", next_state_id: nil, ignore_escalation: true, default_create: false, default_follow_up: true, note: "Open tickets.", active: true, updated_by_id: 1, created_by_id: 1, created_at: "2012-08-07 22:03:14", updated_at: "2012-08-07 22:03:14">,
#<Ticket::State id: 5, state_type_id: 7, name: "removed", next_state_id: nil, ignore_escalation: true, default_create: false, default_follow_up: false, note: "Customer removed ticket.", active: true, updated_by_id: 1, created_by_id: 1, created_at: "2012-08-07 22:03:14", updated_at: "2012-08-07 22:03:14">,
#<Ticket::State id: 6, state_type_id: 3, name: "pending reminder", next_state_id: nil, ignore_escalation: true, default_create: false, default_follow_up: false, note: "Ticket is pending for agent reminder.", active: true, updated_by_id: 1, created_by_id: 1, created_at: "2012-08-07 22:03:14", updated_at: "2012-08-07 22:03:14">, ...]>You could try something like Ticket.find_by(number:202002278800074) (just ony of many ways).
good morning everyone,
done 
and in the databae it look likes state open:
HMG-Supportadmin@HMG-Support:~$ sudo zammad run rails c
Loading production environment (Rails 5.2.4.1)
irb(main):001:0> Ticket.find_by(number:202002218800026)
=> #<Ticket id: 22116, group_id: 21, priority_id: 1, state_id: 4, organization_id: 12, number: "202002218800026", title: "Fahrradversicherung", owner_id: 3, customer_id: 274, note: nil, first_response_at: nil, first_response_escalation_at: nil, first_response_in_min: nil, first_response_diff_in_min: nil, close_at: nil, close_escalation_at: nil, close_in_min: nil, close_diff_in_min: nil, update_escalation_at: nil, update_in_min: nil, update_diff_in_min: nil, last_contact_at: "2020-02-21 11:22:43", last_contact_agent_at: nil, last_contact_customer_at: "2020-02-21 11:22:43", last_owner_update_at: "2020-03-06 06:52:55", create_article_type_id: 1, create_article_sender_id: 2, article_count: 4, escalation_at: nil, pending_time: nil, type: nil, time_unit: nil, preferences: {"channel_id"=>3}, updated_by_id: 17, created_by_id: 274, created_at: "2020-02-21 11:22:43", updated_at: "2020-03-10 08:08:06", kategorie: nil, itsm_criticality: nil, itsm_impact: nil, itsm_review_required: nil, itsm_decision_result: nil, itsm_repair_start_time: nil, itsm_recovery_start_time: nil, itsm_decision_date: nil, itsm_due_date: nil, ident_art: nil, gutberaten_art: nil, wdbid: nil, tps_alt: nil, ihk_sachkunde: false, sachkundenachweis: nil, tps_wechsel_step: nil, tps_wechsel_datum: nil, tps_wechsel_status: nil, ihk_register: nil, tps_reg_status: nil, ident_anmerkung: nil, tps_unterlagen: nil, biprovu: nil, biprostatus: nil, firma: nil, biprovermittlerkonten: nil, biprokontrolle: nil, biprostep: nil, bipropasswort: nil, biprouser: nil, biproconcenteruser: nil, biprozugangsweg: nil, pre_proc_application_recorded: nil, pre_proc_days_remaining: nil, pre_proc_vacation_start: nil, pre_proc_vacation_end: nil, pre_proc_days_used: nil, pre_proc_emergency_telephone: nil, pre_proc_representation_by: nil, pre_proc_process_status: nil, pre_proc_approved_superior: nil, pre_proc_vacation_info: nil>Sorry for asking because i guess i already know the answer but just to be sure:
The ticket you searched for (202002218800026) is really having the same issues the tickets you posted above (202002278800074 and 202001218800186) have?
If so - i’m lost because everything’s looking fine in your provided output.
Leaving this to the professionals 
@MrGeneration plz help 
cheers
Please ensure that this is no caching issue. Sometimes Zammad doesn’t catch the correct state indicator inside of opened tickets if their state changes. A web app reload should show if it’s that way.
Beside of that your configuration looks perfectly fine, so what’s left is svrn-dvnkln’s question:
Hello everybody,
thank you for your help. That was probably a cache problem or something.
Suddenly everything was fine again.
Didn’t quite understand. But okay; D
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