PostmasterFollowUpState not working

[kuerp01]

Hi Everybody,

I tried to set the Attribute Ticket -> Core::PostMaster -> PostmasterFollowUpState to our custom state 'work in progress'.
Even though the State is configured, incoming mails, which are appended to a ticket, change the ticket state to new.

Best Regards

Stephan

[kuerp01]

Has nobody else experienced this issue?

[crythias]

Version?
Do the logs indicate that the state isn't available and therefore new?

change the ticket state to new.

The code is:

Code: Select all

    my $State = $Self->{ConfigObject}->Get('PostmasterFollowUpState') || 'open';
    if (
        $Ticket{StateType} =~ /^close/
        && $Self->{ConfigObject}->Get('PostmasterFollowUpStateClosed')
        )
    {
        $State = $Self->{ConfigObject}->Get('PostmasterFollowUpStateClosed');
    }
    if ( $GetParam{'X-OTRS-FollowUp-State'} ) {
        $State = $GetParam{'X-OTRS-FollowUp-State'};
    }

    if ( $Ticket{StateType} !~ /^new/ || $GetParam{'X-OTRS-FollowUp-State'} ) {
        $Self->{TicketObject}->TicketStateSet(
            State => $GetParam{'X-OTRS-FollowUp-State'} || $State,
            TicketID => $Param{TicketID},
            UserID   => $Param{InmailUserID},
        );
        if ( $Self->{Debug} > 0 ) {
            print "State: $State\n";
        }
    }

Essentially, followups will only apply if the ticket isn't new, or X-OTRS-FollowUp-State exists.
A Customer who sends "another" email won't change the ticket from new to 'work in progress' just because she's persistent. A ticket will become "open" upon Agent (human) response to ticket. (not note).

[kuerp01]

Hi crythias,

we use Version 3.1.10 of OTRS.

The history shows these actions:



The ticket had the status "Work in Progress" before the mail was forwarded to the ticket. Then the status was changed to new, even though, my sysconfig has these settings:

Code: Select all

grep PostmasterFollowUpState  *
ZZZAAuto.pm:$Self->{'PostmasterFollowUpState'} =  'open';
ZZZAuto.pm:$Self->{'PostmasterFollowUpState'} =  'new';

Thanks in Advance!

[jojo]

as the sysconfig states the follow up state is new:

Code: Select all

ZZZAuto.pm:$Self->{'PostmasterFollowUpState'} =  'new';

[kuerp01]

as the sysconfig states the follow up state is new:

Code: Select all

ZZZAuto.pm:$Self->{'PostmasterFollowUpState'} =  'new';

Hi jojo,

I'm a litte confused right now, because the sysconfig web interface doesn't say so (see attachment).

Does the ZZZAuto.pm has higher "priority" than ZZZAAuto.pm?

Best regards

Stephan

[CSL]

ZZZAAuto.pm is the file that comes with OTRS and doesn't change except during upgrades. It holds the default values for the settings in sysconfig.

ZZZAuto.pm is created when you first change a sysconfig setting. It holds only your modified settings that are different from those in ZZZAAuto.pm.

When you use the 'reset' arrow icon in sysconfig, it deletes your modified setting from ZZZAuto.pm. This means the system will then look in ZZZAAuto.pm for the setting instead, and will use the default.

You should see your modified settings inside ZZZAuto.pm. If you don't, check the log to make sure there are no permissions errors complaining that it can't write to ZZZAuto.pm.

[kuerp01]

I've changed the configuration entries to work in progress and executed otrs.RebuildConfig.pl afterwards:

Code: Select all

/opt/otrs/Kernel/Config/Files: grep PostmasterFollowUpState *
ZZZAAuto.pm:$Self->{'PostmasterFollowUpState'} =  'open';
ZZZAuto.pm:$Self->{'PostmasterFollowUpStateClosed'} =  'new';
ZZZAuto.pm:$Self->{'PostmasterFollowUpState'} =  'work in progress';

The ticker history still shows the change:

Code: Select all

StateUpdate      Old: "work in progress" New: "new"
FollowUp         FollowUp for [0183756]

[kuerp01]

I've tried to further debug the issue by setting the Debug Level to 1. There is no Output in the apache error.log nor the otrs system log.
It almost seems as if the Module isn't used at all ...

# set state
my $State = $Self->{ConfigObject}->Get('PostmasterFollowUpState') || 'open';
if (
$Ticket{StateType} =~ /^close/
&& $Self->{ConfigObject}->Get('PostmasterFollowUpStateClosed')
)
{
$State = $Self->{ConfigObject}->Get('PostmasterFollowUpStateClosed');
}
if ( $GetParam{'X-OTRS-FollowUp-State'} ) {
$State = $GetParam{'X-OTRS-FollowUp-State'};
}

if ( $Ticket{StateType} !~ /^new/ || $GetParam{'X-OTRS-FollowUp-State'} ) {
$Self->{TicketObject}->TicketStateSet(
State => $GetParam{'X-OTRS-FollowUp-State'} || $State,
TicketID => $Param{TicketID},
UserID => $Param{InmailUserID},
);
if ( $Self->{Debug} > 0 ) {
print "State: $State\n";
}
}

[crythias]

Does the ZZZAuto.pm has higher "priority" than ZZZAAuto.pm?

Items are parsed in alphabetical order, also, what is the state TYPE of "work in progress"?

[kuerp01]

The Type of "work in progress" is open.

[crythias]

History won't change if you change config ...
You need to show the otrs system log of what happens to a ticket *right now* if the ticket is new, and followup (nothing should happen)
If the ticket is "open" and followup (probably should change to 'work in progress', though why should a customer's followup determine this?)
If the ticket is "work in progress" and followup.
If the ticket is "closed" and followup (currently, should be "new", though I'd lean toward "open" or a new state "reopened" of TYPE open.)

[crythias]

Btw, your original post has been answered by you.

Even though the State is configured, incoming mails, which are appended to a ticket, change the ticket state to new.

Code: Select all

grep PostmasterFollowUpState  *
ZZZAAuto.pm:$Self->{'PostmasterFollowUpState'} =  'open';
ZZZAuto.pm:$Self->{'PostmasterFollowUpState'} =  'new';

Au comes after AA, so that was the answer to your problem, which you fixed.

[kuerp01]

Btw, your original post has been answered by you.

Even though the State is configured, incoming mails, which are appended to a ticket, change the ticket state to new.

Code: Select all

grep PostmasterFollowUpState  *
ZZZAAuto.pm:$Self->{'PostmasterFollowUpState'} =  'open';
ZZZAuto.pm:$Self->{'PostmasterFollowUpState'} =  'new';

Au comes after AA, so that was the answer to your problem, which you fixed.

I've changed the configuration to this:

Code: Select all

/opt/otrs/Kernel/Config/Files: grep PostmasterFollowUpState *
ZZZAAuto.pm:$Self->{'PostmasterFollowUpState'} =  'open';
ZZZAuto.pm:$Self->{'PostmasterFollowUpStateClosed'} =  'new';
ZZZAuto.pm:$Self->{'PostmasterFollowUpState'} =  'work in progress';

My ticket 0183756 was in Status "work in progress" (Type open).
When the Mail arrived, the status was changed to "new" (Type new).

[crythias]

what does the log say?

[Mofarocker33]

If someone is searching this, the Solution for OTRS 5
Admin -> Sysconfig -> Ticket::Core

Green == changed
Red == added

cheers