Wrong user on ticket closed from pending close in email

i often use the pending close function to automatically close tickets after a certain amount of time.

when the close time is elapsed, an event via email is sent, saying:

Hi Nicola,
Ticket (88145 - Do something) has been updated by "- (WHAT A COMPANY)".
State: pending close -> closed
Pending till: 03/18/2020 09:10 (Europe/Rome) ->

where “WHAT A COMPANY” is the last Organization ordered by alphabetical order in my organizations, which is not my company nor the company of the customer who opened the ticket

How can i fix that behaviour?


Please update your first article to hold this template and fill it out.
It greatly helps to understand your situation and the frame you’re working in.

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* Used Zammad version: 
* Used Zammad installation source: (source, package, ...)
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### Expected behavior:


### Actual behavior:


### Steps to reproduce the behavior:


Beside of that, as you’re using pending close, - proberbly is the system user.

Sorry but i couldn’t find how to edit the first article.
here is the form compiled:

  • Used Zammad version: 3.3.0
  • Used Zammad installation source: package
  • Operating system: debian 9
  • Browser + version: Chome for Windows, version 80.0.3987.149

Expected behavior:

when a ticket is closed automatically by the system due to a “pending close” expiration reached, the ticket should be closed with a company user (eg: support@mycompany.com) or, as either one of the ticket agents

Actual behavior:

the ticket is closed as an undefined user, linked to an organization which does not belong to the ticket itself

Steps to reproduce the behavior:

  • open a ticket
  • set “pending close” state and set a future date
  • wait until the date is reached
  • a notification via email is sent with an unexpected user (minus, “-”, linked to a company which is the last company in my companies list)

Sorry but that’s working as designed.
Technically the system is closing the ticket which means it’s using the system user.

System-User has ID 1 so you could login to your rails console and update firstname and lastname attribute to a usefull name if that somehow helps.

thanks, changing details of name and organization for user 1 solved my problem

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