Agents don't work anymore

[NormanPSI]

Good morning,

I hope someone is able to give me a hint about the strange problem we're having.

In our OTRS, we are using GenericAgents, one to auto-close tickets if they are in a certain state for 30 days, and one that modifies tickets in another regard. We also use the default escalation function.

None of them work at the moment, and I have no idea why. They are executed as configured (for example, the auto-close agent every night at 1am), I can see that in the log, but they don't do anything. If I run the auto-close agent manually, it does not find a single ticket, even though there are plenty that match. The modify agent finds a couple of tickets, but doesn't modify them as it is supposed to do. And the escalation of tickets also doesn't work.

I have checked the otrs.log, but there's no error message at all, only a message that they were executed. All cronjobs are configured and executed as configured. It worked before and we have not changed any setting recently.

I thought about updating to the latest 4.0.19 (we use 4.0.16) and reboot and see if that helps, but I'd like to understand first why this is happening.

Can someone give me a hint in which direction I need to look for a solution?

Thanks a lot in advance
-Norman