pending auto close

[qnetworks]

hi.
i have a problem with this function, it doesn't work, when the timer reach 0 the function don't change the ticket state to closed, timer continues counting in negative values (1, 0, -1, -2, -3....)
can someone help me?
thanks

[Rmack09]

Has anyone found a solution for this? I am having this same problem. I am using version 3.0.3

[crythias]

are you using Windows?

[Rmack09]

Yes, Windows 7

[crythias]

Make sure cronW is running.

[Rmack09]

hey,

I did some research on my system. I'm actually running OTRS Ver. 3.0.3 on Ubuntu 11.04 with MySQL database 5.1.49. Sorry for the mix up. Cronw is not running on this Linux box for OTRS

[crythias]

did you change the default next status name? Are there any specific errors in the System Log?

[Rmack09]

I believe so. I have Ticket::StateAfterPending set to "Closed" and there are no syslog error message. I have setup a job in the Generic Agent but I am only able to run that manually.

[crythias]

do all the files in your otrs cron directory end in .dist?

[Rmack09]

Yes. All files in my Cron directory ends in .dist

[crythias]

copy them without the .dist

[Rmack09]

I tried that and gave it a day or so and the issue still occur. it seem as if the pending tickets are not keeping up with the time. I saw this in my otrs.pendingjobs.pl file (located in otrs/bin):


use Date::Pcalc qw(Day_of_Week Day_of_Week_Abbreviation);

# common objects
my %CommonObject;
$CommonObject{LogObject} = Kernel::System::Log->new(
LogPrefix => 'OTRS-otrs.PendingJobs.pl',
%CommonObject,
);
$CommonObject{DBObject} = Kernel::System::DB->new(%CommonObject);
$CommonObject{TicketObject} = Kernel::System::Ticket->new(%CommonObject);
$CommonObject{UserObject} = Kernel::System::User->new(%CommonObject);
$CommonObject{StateObject} = Kernel::System::State->new(%CommonObject);

[Rmack09]

Hey,

What are the criterias for a ticket to automatically closed? (i.e locked ticket, responsible, owner)

[crythias]

The criteria is set state pending auto close + or - and give it a time in the future.
If the state closed successful is renamed or the SysConfig option for next state is changed or invalid, you'd have additional problems, yet those should evidence themselves in the System log.

[Rmack09]

I believe this maybe the case. In my Core::Ticket is see this (1st attachment - Capture1.jpg)

Capture1.JPG

and in my Agent::ViewPending I see this (2nd attahcment - Capture.jpg)

Capture1.JPG

[Rmack09]

How can I change the States to its original options?

[crythias]

click the revert (little circle-arrow deal thingie) icon.

[crythias]

Also be aware that a state TYPE is not the same as a state.

[Rmack09]

Yes I am aware of that. I believe someone screwed up when the state types were changed. I clicked on the revert arrow and nothing was changed

[Rmack09]

Is there a way to revert this entire system to default without affecting my tickets and user accts?