zammad_get_ticket returns "Unknown" for State, Priority, Group, Owner and Customer

[jovamateus26]

Describe the bug

zammad_get_ticket renders every human-readable field as Unknown, even though the ticket has them set. The zammad://ticket/{id} resource is affected too, since both go through ZammadClient.get_ticket.

Root cause

get_ticket fetches the ticket with self.api.ticket.find(ticket_id) (client.py#L196). zammad_py's Resource.find() takes only an id and accepts no filters, so expand=true is never sent. Zammad then returns just the *_id fields, Ticket.state / .priority / .group / .owner / .customer stay None, and _brief_field falls through to its "Unknown" default.

search_tickets does not have the problem because it passes filters={..., "expand": "true"}. This looks like a spot that was missed when the expand handling was fixed — tests/test_expand_param_fix.py covers ticket.search, ticket.all, user.search and organization.search, but not the single-ticket find.

The models were already written for the expanded form (group: GroupBrief | str | None, with the comment "can be either objects or strings when expand=true"), so only the request side is missing.

To Reproduce

Against a Zammad 6.5 instance with a ticket that has a group, state, priority and customer:

zammad_get_ticket { "ticket_id": 3 }

Expected behavior

**State**: open
**Priority**: 2 normal
**Group**: CGT
**Customer**: jovanir

Actual behavior

**State**: Unknown
**Priority**: Unknown
**Group**: Unknown
**Owner**: Unknown
**Customer**: Unknown

zammad_search_tickets on the same ticket correctly reports State: open / Priority: 2 normal, which is a quick way to confirm the data is there.

Raw API for the same ticket:

GET /api/v1/tickets/3              -> "group_id":4, "state_id":2, "priority_id":2
GET /api/v1/tickets/3?expand=true  -> "group":"CGT", "state":"open", "priority":"2 normal"

Environment

• mcp-zammad at 8873b2e (main), run via uvx --from git+https://github.com/basher83/zammad-mcp.git mcp-zammad
• Zammad 6.5 (docker-compose), API token auth with ticket.agent
• Python 3.12, Windows 11

Additional context

Possibly related, and not covered by this report: _brief_field only checks isinstance(value, StateBrief | PriorityBrief | UserBrief), so GroupBrief and OrganizationBrief objects would also fall through to "Unknown". It does not bite here because with expand=true Zammad sends plain strings, but it looks unintended.

PR incoming.

[basher83]

Type	bug — ZammadClient.get_ticket fetches via zammad_py ticket.find(), which cannot send expand=true, so every reference field renders as Unknown.
Route	No transition / refresh — item is already in Planning; verdict unchanged.
Severity	🟠 high — the primary ticket-read tool and zammad://ticket/{id} resource misreport State/Priority/Group/Owner/Customer for every ticket, every user.
Confidence	high — reproduced locally with a mocked session; root cause is a single unparameterised call, confirmed by reading zammad_py.Resource.find.
Effort	low — one method in mcp_zammad/client.py plus two updated tests; two candidate PRs already implement it.
Impact	medium — a core read workflow is degraded but not blocked; zammad_search_tickets on the same ticket is a working workaround.
Next step	Planning: adopt PR #321 (focused fix); close #313 as superseded or ask its author to drop the unrelated timeout scope. Optionally extend _brief_field for GroupBrief/OrganizationBrief.

Understanding

Root cause. ZammadClient.get_ticket (mcp_zammad/client.py:196) calls self.api.ticket.find(ticket_id). zammad_py's Resource.find is session.get(self.url + "/%s" % id) — no params, no filters argument — so the request goes out as a bare GET /api/v1/tickets/{id}. Zammad only includes state/priority/group/owner/customer names when expand=true is sent; without it the payload has just *_id integers. The Ticket model (mcp_zammad/models.py:241-245) declares those fields as Brief | str | None = None, so they stay None, and _brief_field (mcp_zammad/server.py:175-192) returns its "Unknown" default for all five.

Why it was missed. PR #193 (merged 2026-04-30) fixed the expand param (bool True → string "true") for ticket.search, ticket.all, user.search, organization.search, with tests/test_expand_param_fix.py covering those. find() has no filters parameter at all, so it was never part of that work. Existing tests (tests/test_client_methods.py:323-360) mock ticket.find and only assert article handling, so they would not catch this; tests/test_server.py::test_get_ticket_tool mocks client.get_ticket entirely.

Affected surface. zammad_get_ticket tool and zammad://ticket/{id} resource (server.py:2477-2488), both via client.get_ticket. search_tickets is unaffected (passes expand: "true").

Suggested direction. Bypass ticket.find and call self.api.session.get(f"{self.url}/tickets/{id}", params={"expand": "true"}), mirroring the existing list_tags pattern (client.py:~481). Keep the lowercase string "true" (Zammad is case-sensitive; requests serialises True as "True"). Preserve the "not found"/"couldn't find" substring in the raised error so _handle_ticket_not_found (server.py:159-171) still maps to TicketIdGuidanceError.

Prior work — two open PRs implement this:

• fix(client): request expand=true when fetching a single ticket #321 (issue author, jovamateus26): focused — adds _find_ticket_expanded, raises requests.HTTPError(response.text) matching zammad_py's shape, updates 2 tests + adds 2. Only Codacy fails (fails on fix(client): request expanded fields in get_ticket #313 too).
• fix(client): request expanded fields in get_ticket #313 (seanGSISG, 2026-08-14): same core fix but bundles an unrelated ZAMMAD_REQUEST_TIMEOUT feature (_parse_timeout_env, constants, timeout on list_tags). Uses raise_for_status(), whose message ("404 Client Error: Not Found…") still matches the "not found" check.

Recommend #321 as the fix for this issue; the timeout work in #313 is reasonable but should be its own PR.

Secondary, out of scope: _brief_field only handles StateBrief | PriorityBrief | UserBrief; GroupBrief/OrganizationBrief objects would also become "Unknown". Harmless today because expand=true returns plain strings, but a one-line widening is cheap.

Related: #100 (closed, earlier zammad://ticket/{id} failure in the same resource), #193 (expand fix PR).

Assumptions

• Reporter's raw-API observation (?expand=true → string names) taken as accurate for Zammad 6.x; consistent with search_tickets behaviour and the model comment "can be either objects or strings when expand=true".
• fix(client): request expanded fields in get_ticket #313 and fix(client): request expand=true when fetching a single ticket #321 are treated as duplicates of the same fix; fix(client): request expand=true when fetching a single ticket #321 preferred purely on scope, not correctness — both are functionally sound.
• Zammad's error body for a missing ticket contains "Couldn't find Ticket…" (per existing server checks), so either PR's error handling keeps TicketIdGuidanceError working.
• No domain labels applied — table applies to mastra-ai/mastra only. Existing type:security/area:security/area:infra labels on the issue look auto-applied and unrelated; left untouched per rules.
• Refresh run (item already in Planning): no new issue/PR activity since the initial triage, so the verdict is unchanged and no transition was requested.

Open questions

• Maintainer choice between fix(client): request expand=true when fetching a single ticket #321 (narrow) and fix(client): request expanded fields in get_ticket #313 (fix + timeout feature), or whether to ask fix(client): request expanded fields in get_ticket #313's author to split the timeout change out.

Reproduction

Reproduced against the current main (8873b2e) with a mocked requests session, no live Zammad needed:

import os; os.environ.update(ZAMMAD_URL="http://zammad.local/api/v1", ZAMMAD_HTTP_TOKEN="x")
from unittest.mock import MagicMock
from mcp_zammad.client import ZammadClient
from mcp_zammad.models import Ticket
from mcp_zammad.server import _format_ticket_detail_markdown
c = ZammadClient(); sess = MagicMock(); resp = MagicMock(status_code=200)
resp.json.return_value = {"id":3,"number":"27003","title":"t","group_id":4,"state_id":2,"priority_id":2,
  "customer_id":5,"created_by_id":1,"updated_by_id":1,"created_at":"2026-01-01T00:00:00Z","updated_at":"2026-01-01T00:00:00Z"}
sess.get.return_value = resp; c.api.session = sess
c.get_ticket(3, include_articles=False)
print(sess.get.call_args)   # call('http://zammad.local/api/v1/tickets/3')  <- no expand param
print(_format_ticket_detail_markdown(Ticket(**resp.json.return_value)))

Output: request has no expand query param; rendered markdown shows State/Priority/Group/Owner/Customer: Unknown. Reporter and #313 author both independently confirmed the same output against live Zammad 6.5 instances, and both confirm names appear after adding expand=true.