Ticket closed stay on queue.

[Jlox]

Hi everyone,

I've got a problem :

When i'm on Postmaster Queue view, i see Ticket with "Closed" state, in practice, the ticket would be hidden from the view ...

But this is not the case.

My ticket is closed BUT stay on the queue... i don't want that ! (but i don't want to delete the ticket.)

What action closes and hides the ticket for agents?s ? I don't find this ...

i've search a lot of thing, but i don't really understand which mechanism close & HIDE ticket and their requirments ...

And the postmaster queue is full of dead closed ticket

Thanks...

[wurzel]

Hi,

depends on which view you are using.

index.pl?Action=AgentTicketQueue usually shows not-closed tickets unlocked, rw permission, subscribed queues
index.pl?Action=AgentTicketQueue;Filter=All usually shows not-closed tickets locked + unlocked, rw permission, subscribed queues
index.pl?Action=AgentTicketStatusView shows all read only tickets (non-closed)
index.pl?Action=AgentTicketStatusView;Filter=Closed shows closed ones

so it really depends on your permission, on your Action you are using and your system configuration settings.

A default OTRS configuration never shows closed tickets in AgentTicketQueue or AgentTicketStatusView

Florian

[Jlox]

Hi,

depends on which view you are using.

index.pl?Action=AgentTicketQueue usually shows not-closed tickets unlocked, rw permission, subscribed queues
index.pl?Action=AgentTicketQueue;Filter=All usually shows not-closed tickets locked + unlocked, rw permission, subscribed queues
index.pl?Action=AgentTicketStatusView shows all read only tickets (non-closed)
index.pl?Action=AgentTicketStatusView;Filter=Closed shows closed ones

so it really depends on your permission, on your Action you are using and your system configuration settings.

A default OTRS configuration never shows closed tickets in AgentTicketQueue or AgentTicketStatusView

Florian

Thanks for your help,

I've don't have been enough specific.

My trouble is on the Dashboard view, specifically into "Ticket Escalated" Window (or Reassembled, sorry for my bad translation).

Effectively, i have no trouble into AgentTicketStatusView and AgentTicketQueue.

Thanks.

[wurzel]

Hi,

then it could be caches. Please check if Daemon is running with all needed jobs. There is a EscalationCheckPending job (or similar) the cleans up.

regards
Florian