Ticket status

[jill]

Hi all

I use OTRS version 2.4.7 and have a problem with some tickets.
If I close a ticket, OTRS changes the status from open to closed - but after a while the status turns again from closed to open.
I tried it many times but those tickets are still open.

What could be the reason for this behavior - any ideas?

Thanks a lot in advance.

Jill

[ferrosti]

Do you have a generic agent reopening tickets accidently?

Do you possibly have some pending state type assigned to "closed"?

Take one of those tickets, have a look at its history and when this change happened. Then have a look at your logs. which processes were running at that point of time?

[jill]

Thanks, ferrosti, I will take a look on it again.

[crythias]

Sometimes a client auto-responds to a closed ticket "Thank you." and that by default opens the ticket again.