Closed tickets keep coming back

[Ravenmiss]

Hi, I am an email support team member for a company and they have asked me to post here regarding an issue we're having.

We keep getting closed tickets coming back into the queue they were originally assigned to. The client isn't emailing us back and nothing has been done to the ticket. It just shows up again with the "closed" message/note attached to it. No matter how many times we try to close it again it comes back. We answer hundreds of emails a week but it's just happening to a select few at random.

We use V3.2.11, does anyone have any suggestions? If you require further information please let me know and I'll supply what I can.

Thanks in advance!

[wurzel]

Hi,

can you show the history of the ticket?

you should upgrade... 3.2.x is a old version.

Flo

[Ravenmiss]

Hi, thanks for the reply. I'm not sure if I can post the details of the ticket here but I have urged my manager to request our tech dept to upgrade as soon as possible.

[wurzel]

Hi,

you can check the history of the ticket yourself for what happens on the ticket.
Or check systemlogs/apache-logs

You'll find the answer there, I think

Flo

[Ravenmiss]

I don't believe I have access to anything like that. I will pass the information on. Thank you!

[Nagrach]

Hi All,

Please find a screenshot of the ticket attached. Maybe someone can spot a reason for that strange behavior? I can't.

To be a bit more specific about what it actually does: The ticket does not reopen, it remains closed, it just pops back up as locked for the owner once a day. You can unlock it as often as you want, it reappears every morning, no matter what you do with it. We tried several things (as you can see in the history): Closing, Merging it with another ticket, changing the owner before closing, etc. Nothing worked.

Any idea is appreciated.

Daniel

[EXG133]

There should be a button "History" where you will find modifications to the ticket that did not add an article.

Most likely a generic agent is locking it.

[wurzel]

Hi,

yes, EXG133 is right. The history should be a button. If you don't have it, ask your sysadmins for it.

Flo