We got bit by https://bugs.otrs.org/show_bug.cgi?id=7811#c13, namely the GenericAgent Job ticket preview displays different tickets as a result than the actual run would touch. This has been fixed in 5.0.21 and we currently are at 5.0.20. I 've reverted manually the patch that causes the issue but it would be nice to upgrade to a recent release. Current latest one out is 5.0.23. Let's target this for now. A tentative date would be Oct 11th 2017. The upgrade is not expected to last long or cause any problems. I 'll update the corresponding OTRS related fields.