Pending Reminder emails from closed tickets

[msalem]

Hi to all.

We have been using OTRS for a while now. We have noticed an issue where ticket even when they are closed, the keep sending Pending Reminder email notifications.

I am just wondering if anyone has the same issue and have resolved it.

Thanks.

[crythias]

a search for this tends to point to *locked* closed tickets having this issue. (unlock them).

[msalem]

a search for this tends to point to *locked* closed tickets having this issue. (unlock them).

Hi Crythias,

Thank you for your respond, I have researched this issue before. Yes the tickets are "unlocked", some ticket are also Merged with other tickets and they are as well "unlocked".
even tried unlocking all the tickets using : /bin/UnlockTickets.pl (Which caused a disaster ) .

So I came here, wondering if anyone has fixed this issue.

Thanks

[crythias]

No, but knowing your OTRS version can help.

[msalem]

No, but knowing your OTRS version can help.

Its an older version, its very tied to our current portal - So upgrading it is not an option now.

But from the CHANGES files: I believe its 2.4.4 - ( the previous sys-admin installed it way back ).

Code: Select all

# --
# CHANGES - change log of OTRS
# Copyright (C) 2001-2009 xxx, http://otrs.org/
# --
# $Id: CHANGES,v 1.980 2009/08/31 16:32:11 martin Exp $
# --
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
# the enclosed file COPYING for license information (AGPL). If you
# did not receive this file, see http://www.gnu.org/licenses/agpl.txt.
# --

2.4.4 (2009/08/31)
 - (2009/08/31) Fixed bug#4105 - CustomerUser has access to other Customers
    tickets than defined in CustomerIDs.
 - (2009/08/31) Fixed Android browser support.
 - (2009/08/31) Added SOAP::Lite, which is needed for the XML-RPC Interface,
    to otrs/bin/otrs.checkModules.
 - (2009/08/29) Fixed bug#4018 - CustomerCompany in ModuleAction section while
    CustomerUser in Module section.
 - (2009/08/28) Fixed bug#4159 - Text Editor does not work with Konqueror.

[jojo]

But from the CHANGES files: I believe its 2.4.4 - ( the previous sys-admin installed it way back ).

Upgrade it. It is old, unsecure and not supported in any way (even security updates!)

Last 2.4. version is 2.4.15
actual version is 3.3.9 and OTRS4 will be there and of the month

[msalem]

But from the CHANGES files: I believe its 2.4.4 - ( the previous sys-admin installed it way back ).

Upgrade it. It is old, unsecure and not supported in any way (even security updates!)

Last 2.4. version is 2.4.15
actual version is 3.3.9 and OTRS4 will be there and of the month

Hi Jojo.

Thanks for the Advise, we are planning to upgrade it - as we are putting put a new portal with Monitoring, etc...

But for the meantime can I shut off these pending emails from closed ticket - even if from the MySQL DB.. ?

Thanks.

[jojo]

pending tickets will never send reminder mails.

check:
- if another server with a copy of the database is running
- if the reminder mail can be found in the history of the ticket (if absent check first check)
- if you have any log entry of the reminder mail (if absent check first check)

[msalem]

To answer you questions:

- if another server with a copy of the database is running - ( We have a backup server but its only file-level backup - no DB or site are active).
- if the reminder mail can be found in the history of the ticket (All most all of these tickets have pending reminders - But even after closing they keep emailing)
- if you have any log entry of the reminder mail ( - Where can I find this Log entry ? )

[jojo]

please show the history of a ticket which is closed and keeps sending reminder mails

Logfiles can be found in the log directory of yoor operating system