No Mail-Icon or reply/forward-button after ticket-merging

[danielduchon]

Infos:

• Used Zammad version: 2.6.x
• Installation method (source, package, ..): deb
• Operating system: ubuntu 16.04
• Database + version: postgres (PostgreSQL) 9.5.14
• Elasticsearch version: 5.6.10
• Browser + version: Safari 11.1.2 (13605.3.8)

Expected behavior:

• Two Tickets were created by E-Mailchannel (Sent from external to support address and converted to tickets.) On each Ticket I can reply to the sender by pressing the reply-button or send a mail to a third party by selecting the mail-icon next to the new-comment-field.
  After merging these two tickets, I should be also able to reply on one of those mails by pressing the reply-button or send new mails.

Actual behavior:

• after merging the tickets, I don't have a reply-button and no mail-icon at the new-comment section. I have to split the ticket, answer the customer or send a new mail and then merge the ticket back to the parent. after the customer answered to my mail, the mail-icon and reply/forward-button reappear.

Steps to reproduce the behavior:

• send two mails to your ticket system, merge them and try to reply or send a mail.

Yes I'm sure this is a bug and no feature request or a general question.

[thorsteneckel]

Hi @danielduchon ,

we're not able to reproduce this. I even made a GIF 🤓 :

Please let me know where I go wrong. Do your Groups have emails configured? You can try to reproduce it on one of our free online instances and let us know which one it is.

Closing now as not reproducible. Feel free to provide further information.

[danielduchon]

@thorsteneckel what the h... . I did a server restart and now everything is working. Sorry. for the work... by the way: how do you do these fancy GIFs?

[thorsteneckel]

Thanks for the feedback. No problem. It would be a great help if you could create a topic over at the
community board first. Otherwise more than 100 people get one email for each comment / closing action etc. If we're sure that's an actual issue we can still migrate it over to the issue tracker. That works pretty well so far.

Regarding the GIF: I use LICEcap which is open source 😍