Fixed issue #2069 - Cannot close tickets when you reply to an email at the same time.

app/models/observer/ticket/escalation_update.rb

@@ -3,11 +3,7 @@
 class Observer::Ticket::EscalationUpdate < ActiveRecord::Observer
   observe 'ticket'
 
-  def after_create(record)
+  def after_commit(record)
-    _check(record)
-  end
-
-  def after_update(record)
     _check(record)
   end
 
@@ -16,9 +12,11 @@ class Observer::Ticket::EscalationUpdate < ActiveRecord::Observer
   def _check(record)
 
     # return if we run import mode
-    return false if Setting.get('import_mode')
+    return true if Setting.get('import_mode')
 
-    return false if !record.saved_changes?
+    return true if record.destroyed?
+
+    return true if !record.saved_changes?
 
     record.escalation_calculation
   end

app/models/observer/ticket/reset_new_state.rb

@@ -6,10 +6,10 @@ class Observer::Ticket::ResetNewState < ActiveRecord::Observer
   def after_create(record)
 
     # return if we run import mode
-    return if Setting.get('import_mode')
+    return true if Setting.get('import_mode')
 
     # only change state if not processed via postmaster
-    return if ApplicationHandleInfo.postmaster?
+    return true if ApplicationHandleInfo.postmaster?
 
     # if article in internal
     return true if record.internal
@@ -21,12 +21,13 @@ class Observer::Ticket::ResetNewState < ActiveRecord::Observer
     return true if !Ticket::Article::Type.lookup(id: record.type_id).communication
 
     # if current ticket state is still new
-    ticket = Ticket.lookup(id: record.ticket_id)
+    ticket = Ticket.find_by(id: record.ticket_id)
+    return true if !ticket
     new_state = Ticket::State.find_by(default_create: true)
     return true if ticket.state_id != new_state.id
 
     state = Ticket::State.find_by(default_follow_up: true)
-    return if !state
+    return true if !state
 
     # set ticket to open
     ticket.state_id = state.id

app/models/observer/ticket/user_ticket_counter.rb

@@ -3,20 +3,18 @@
 class Observer::Ticket::UserTicketCounter < ActiveRecord::Observer
   observe 'ticket'
 
-  def after_create(record)
+  def after_commit(record)
-    user_ticket_counter_update(record)
-  end
-
-  def after_update(record)
     user_ticket_counter_update(record)
   end
 
   def user_ticket_counter_update(record)
 
     # return if we run import mode
-    return if Setting.get('import_mode')
+    return true if Setting.get('import_mode')
 
-    return if !record.customer_id
+    return true if record.destroyed?
+
+    return true if !record.customer_id
 
     # send background job
     Delayed::Job.enqueue(

test/unit/ticket_state_change_test.rb

@@ -0,0 +1,123 @@
+
+require 'test_helper'
+
+class TicketStateChangeTest < ActiveSupport::TestCase
+
+  test 'check if after reply ticket is open' do
+
+    ticket1 = Ticket.create!(
+      title: 'com test 1',
+      group: Group.lookup(name: 'Users'),
+      customer_id: 2,
+      state: Ticket::State.lookup(name: 'new'),
+      priority: Ticket::Priority.lookup(name: '2 normal'),
+      updated_by_id: 1,
+      created_by_id: 1,
+    )
+    assert(ticket1, 'ticket created')
+
+    article1 = Ticket::Article.create!(
+      ticket_id: ticket1.id,
+      from: 'some_customer_com-1@example.com',
+      to: 'some_zammad_com-1@example.com',
+      subject: 'com test 1',
+      message_id: 'some@id_com_1',
+      body: 'some message 123',
+      internal: false,
+      sender: Ticket::Article::Sender.find_by(name: 'Customer'),
+      type: Ticket::Article::Type.find_by(name: 'email'),
+      updated_by_id: 1,
+      created_by_id: 1,
+    )
+
+    Observer::Transaction.commit
+    Scheduler.worker(true)
+
+    ticket1.reload
+    assert_equal('new', ticket1.state.name)
+
+    ticket1.with_lock do
+      ticket1.update!(state_id: Ticket::State.find_by(name: 'new').id)
+      article2 = Ticket::Article.create!(
+        ticket_id: ticket1.id,
+        from: 'some_zammad_com-1@example.com',
+        to: 'some_customer_com-1@example.com',
+        subject: 'com test 1',
+        message_id: 'some@id_com_2',
+        body: 'some message 123',
+        internal: false,
+        sender: Ticket::Article::Sender.find_by(name: 'Agent'),
+        type: Ticket::Article::Type.find_by(name: 'email'),
+        updated_by_id: 1,
+        created_by_id: 1,
+      )
+    end
+
+    Observer::Transaction.commit
+    Scheduler.worker(true)
+
+    ticket1.reload
+    assert_equal('open', ticket1.state.name)
+
+  end
+
+  test 'check if after reply ticket is closed' do
+
+    ticket1 = Ticket.create!(
+      title: 'com test 1',
+      group: Group.lookup(name: 'Users'),
+      customer_id: 2,
+      state: Ticket::State.lookup(name: 'new'),
+      priority: Ticket::Priority.lookup(name: '2 normal'),
+      updated_by_id: 1,
+      created_by_id: 1,
+    )
+    assert(ticket1, 'ticket created')
+
+    article1 = Ticket::Article.create!(
+      ticket_id: ticket1.id,
+      from: 'some_customer_com-1@example.com',
+      to: 'some_zammad_com-1@example.com',
+      subject: 'com test 1',
+      message_id: 'some@id_com_1',
+      body: 'some message 123',
+      internal: false,
+      sender: Ticket::Article::Sender.find_by(name: 'Customer'),
+      type: Ticket::Article::Type.find_by(name: 'email'),
+      updated_by_id: 1,
+      created_by_id: 1,
+    )
+
+    Observer::Transaction.commit
+    Scheduler.worker(true)
+
+    ticket1.reload
+    assert_equal('new', ticket1.state.name)
+
+    ticket1.with_lock do
+      ticket1.update!(state_id: Ticket::State.find_by(name: 'closed').id)
+
+      article2 = Ticket::Article.create!(
+        ticket_id: ticket1.id,
+        from: 'some_zammad_com-1@example.com',
+        to: 'some_customer_com-1@example.com',
+        subject: 'com test 1',
+        message_id: 'some@id_com_2',
+        body: 'some message 123',
+        internal: false,
+        sender: Ticket::Article::Sender.find_by(name: 'Agent'),
+        type: Ticket::Article::Type.find_by(name: 'email'),
+        updated_by_id: 1,
+        created_by_id: 1,
+      )
+    end
+
+    Observer::Transaction.commit
+    Scheduler.worker(true)
+
+    ticket1.reload
+    assert_equal('closed', ticket1.state.name)
+
+  end
+
+end