Hi,
I am getting escalation even after closing ticket on the email. That xxx ticket is escalated since xx hours... Eventhough ticket status is closed.
escalation even after closing ticket
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inderjohar2287
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escalation even after closing ticket
OTRS 3.3.8 (private) on Linux with MySQL database.
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crythias
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Re: escalation even after closing ticket
Hello, and welcome to OTRS forums.
Please take a moment to read my signature's Need help? link and change your signature.
It may be possible that you've created states that are of type open that are labelled differently.
Please take a moment to read my signature's Need help? link and change your signature.
It may be possible that you've created states that are of type open that are labelled differently.
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inderjohar2287
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Re: escalation even after closing ticket
Now I have done the changes on my signature.
It is fine?
It is fine?
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inderjohar2287
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Re: escalation even after closing ticket
No, I have not created any new state into the OTRS. I am using the default one that are open, pending close+/- , pending reminder, closed successful, auto closed successful +/-.
This escalation thing is not happening for all the tickets it is happening only for the few ticket. Mostly happened in those ticket that I have merged it.
And surprise thing is that this happening once in a day at same time.
This escalation thing is not happening for all the tickets it is happening only for the few ticket. Mostly happened in those ticket that I have merged it.
And surprise thing is that this happening once in a day at same time.
OTRS 3.3.8 (private) on Linux with MySQL database.
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inderjohar2287
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Re: escalation even after closing ticket
After narrow down I found this is happening for only those tickets that are initially closed by "Close" button that is at the top row in agent panel.
Now even closing by using reply option and select the next state as "Closed successfully" it still giving the escalation notification at email.
Can you please suggest what can be done now?
Now even closing by using reply option and select the next state as "Closed successfully" it still giving the escalation notification at email.
Can you please suggest what can be done now?
OTRS 3.3.8 (private) on Linux with MySQL database.
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crythias
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Re: escalation even after closing ticket
check if ticket is still locked.
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inderjohar2287
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Re: escalation even after closing ticket
No, Ticket is in unlocked state.
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crythias
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Re: escalation even after closing ticket
Screenshots might help of affected ticket. Especially, display of ticketzoom where it shows state.
Escalation is occurring probably because of not closed state. That's all I have.
Escalation is occurring probably because of not closed state. That's all I have.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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inderjohar2287
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Re: escalation even after closing ticket
Hi,
PFA, in that showing first close by top close at S.No 4 and after that did from reply button. Please see the state where it is closed.
PFA, in that showing first close by top close at S.No 4 and after that did from reply button. Please see the state where it is closed.
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OTRS 3.3.8 (private) on Linux with MySQL database.
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crythias
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Re: escalation even after closing ticket
Please consider submitting a bug report.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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inderjohar2287
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Re: escalation even after closing ticket
I have reported it please find the below.
Bug 10756 has been added to the database
Bug 10756 has been added to the database
OTRS 3.3.8 (private) on Linux with MySQL database.
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inderjohar2287
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Re: escalation even after closing ticket
They have closed by saying it is not a bug, I have reopened it
Can yo do something on it, as those tickets are sending notification every day.
Can yo do something on it, as those tickets are sending notification every day.
OTRS 3.3.8 (private) on Linux with MySQL database.
Re: escalation even after closing ticket
it is not a bug. It works on all my systems like expected. Something might be wrong on your system or even a second system (copy of the other one) is running. Did you rerun the RebuildEscalation Index?
The Bugtracker is not a service/support request tool. Go and buy commercial services
The Bugtracker is not a service/support request tool. Go and buy commercial services
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"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
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inderjohar2287
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Re: escalation even after closing ticket
Where to check the rebuild escalations index from admin panel?
OTRS 3.3.8 (private) on Linux with MySQL database.
Re: escalation even after closing ticket
no, it is a perl script in the OTRS bin directory
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
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"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
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inderjohar2287
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Re: escalation even after closing ticket
Can you please give exact path and what needs to be checked?
OTRS 3.3.8 (private) on Linux with MySQL database.
Re: escalation even after closing ticket
did you have a look in the OTRS bin directory yet?
You should really consider buying professional services!
You should really consider buying professional services!
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
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inderjohar2287
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Re: escalation even after closing ticket
It is fixed by rebuilding the escalation
Thank you all for helping me.
Thank you all for helping me.
OTRS 3.3.8 (private) on Linux with MySQL database.