Zammad tries to create new tickets with already assigned tickets numbers after upgrade

Technical assistance
1
  • Used Zammad version: 6.3.1-1717139718.b22e3e99.centos8
  • Used Zammad installation type: packages
  • Operating system: Centos 8
  • Browser + version: Firefox 126.0

###Expected behavior:

Changed ticket mode from increment to date after migration

  • Newly created ticket shoould have new ticket number

###Actual behavior:

  • Newly created tickets through mail get an already assigned ticket number to an older ticket. (increment mode)

When created through webUI, new tickets are correctly assigned a new ticket number in the date format.

Steps to reproduce the behavior:

  • none specifics.
2

Does this happen to all tickets or just to tickets with the same content?

3

All new tickets opened via mail.
New tickets opened through web portal are not affected.

No two tickets have the same content or title

4

Are you running a second Zammad instance which e.g. was duplicated via backup and restore by any chance?

5

That was the original plan.

1 - Upgrade the production zammad to latest version
2 - Backup prod version
3 - Migrate to future Prod.

At the moment, we stayed at Phase 1 as the issue happened right after upgrade to latest.

6

Sorry, I’m not aware of any issues with assigning ticket numbers. If the number already exists, it cannot be used for an entirely new ticket. That’s impossible.