Working hours issue

[badaboom]

Hi guys

I need help with this issue.
The working hours is set to be 24/7 in System Configuration/Core/Time

otrs-working Hours.png

However any tickets that were received during the weekend are being hold and only sent to the OTRS dashboard on Monday at around 10h am.

otrs-dashboard.png

But we can see that many tickets were created in the database during the week-end. I first though there might be a crontab configured but the only I see is to restart de deamon for the otrs user.

Any help is appreciated
Thanks
Perry

[zzz]

Hello Perry,

Is this the first time this is happening?
It could just be your IMAP server being down at the weekend.
10 am on a monday seems to be a pretty random time.

— Emin

[root]

Hi,

Tickets that are shown created are there. Nothing is sent to the dashboard. The dashboard widgets are ticket searches, nothing else. Maybe the TTL is very high. Are the tickets visible through the queue or status overview?

- Roy

[badaboom]

Hello Perry,

Is this the first time this is happening?
It could just be your IMAP server being down at the weekend.
10 am on a monday seems to be a pretty random time.

— Emin

Hi Emin

This a totally new server and its the second time its happens. The server being up for two weeks now.
The first time it happen the working hours were set as the default configuration from 8h00 to 20h00 from Monday to Friday.
We though that could be the reason so we set it up to 24/7.

As for the IMAP server being down at the weekend, at sincerely doubt so but I will double ckeck, that.

Thanks

[badaboom]

Hi,

Tickets that are shown created are there. Nothing is sent to the dashboard. The dashboard widgets are ticket searches, nothing else. Maybe the TTL is very high. Are the tickets visible through the queue or status overview?

- Roy

Hi Roy

That's thing the tickets are not visible in either the queue or the status overview. Once its starts at around 10 am, it populates both the queue and the status overview.

Thanks
Perry

[root]

That's thing the tickets are not visible in either the queue or the status overview. Once its starts at around 10 am, it populates both the queue and the status overview.

Hi,

When you open the ticket history when the ticket is visible, please check if the queue is the same where the ticket was created. This info ist in the first entry of the ticket history.

- Roy

[badaboom]

Issue fixed, all releated with another post about permissions issues.
This ticket can be closed

Thank you

[jojo]

this is a forum. Not a support system