Ticket Automatically Closed by Admin OTRS

[PriteshP23]

Hello Everyone,
HELP !
I found that some tickets are directly closed by Admin OTRS. When i check the history:
NewTicket New Ticket created: [2015020410020788] created (Q=MOBILE ;P=3 normal;S=Successfully Closed). - Admin OTRS 04.02.2015 11:24:29

There are 4-5 tickets like this each day. I don't know why the status is closed instead of "New" for few tickets. They are not filter emails.

I hope i am clear.

Thanks in adv.

[wurzel]

Hi,

can be cronjobs, can be generic agent...

what is in the otrs logs or webserver log?

Flo

[jojo]

you renamed states. Check sysconfig Core::Postmaster

[PriteshP23]

@wruzel

I checked cronjobs. It seemd ok. I have no log for this ticket as its before 3 weeks. Thanks.

@jojo
I didnt change it. Its new and bydefault is new also.

[jojo]

At lreast OTRS does not have the state

Successfully Closed

you posted

[reneeb]

Any postmaster filters active?

[PriteshP23]

@jojo and
Good remark. I checked but its not in the filters. I tested by creating more tickets in same Queue, its working fine. But still sometime for certain ticket, its not working.

@reneeb
I looked in postmaster_filter table, its not in the list. It is very strange. its not empty, but there is no this email in the table. There is auto reply for each ticket. But for these tickets, its directly closed and no auto reply.

Something is wrong.

Thanks in advanced for your input.

[reneeb]

I looked in postmaster_filter table, its not in the list. It is very strange. its not empty, but there is no this email in the table. There is auto reply for each ticket. But for these tickets, its directly closed and no auto reply.

Please have a look at "Postmaster Filter" in Admin area. Is there any filter configured? And additionally search Kernel/Config.pm and Kernel/Config/Files/ZZZ*.pm for "PostMaster::Filter"...

[PriteshP23]

@reneeb:

Please have a look at "Postmaster Filter" in Admin area.

I looked in admin area and in files config, ZZZ* also. There is no such filter. Thanks.

[crythias]

1) You renamed states. That's not in dispute
2) You disabled/renamed the state "open" or "new". (Check Postmaster Default State. It must be valid).
3) incoming mail, not knowing what state to choose, grabs the first (by StateId) valid state and applies it.

[PriteshP23]

3) incoming mail, not knowing what state to choose, grabs the first (by StateId) valid state and applies it.

It works when i tested with my email in same queue and normally it works for external mail also.

There is only few (4-5 tickets) in day which get closed directly. I don't know why because whenever i tested, it works fine for me. In addition, tickets are getting closed by gmail, hotmail account which is very strange because they are not in any filter list.

Thanks.