A colleague just pointed out a whole batch of tickets to me, the first history entry for which is as follows:
Created ticket [2025092610001904] in “Order Handling::Orders” with priority “3 normal” and status “Successfully closed”. (NewTicket)
This means that these tickets are no longer visible to our customer service team, which really shouldn't be happening given our current order situation.
I haven't been able to identify a pattern according to which these emails are automatically closed. There aren't many emails, just 1-2 per day. But that's enough to raise the alarm.
What could be causing these emails to be closed automatically?
Solved: Some new tickets are closed automatically
Moderator: crythias
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aboManu
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Solved: Some new tickets are closed automatically
Last edited by aboManu on 30 Sep 2025, 16:25, edited 1 time in total.
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root
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Re: Some new tickets are closed automatically
Hi,
The ticket history will tell you what happened.
- Roy
The ticket history will tell you what happened.
- Roy
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Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
-
aboManu
- Znuny newbie
- Posts: 16
- Joined: 02 Aug 2024, 12:14
- Znuny Version: 6.0.38
- Real Name: Manu
- Company: abo
Re: Some new tickets are closed automatically
Thank you for your hint! Already looked into that.
Finally found it. Since my predecessor added about 800 Filters, that wasn't easy. The culprit was not setting "Stop after match", so the header field "PostmasterFilter" was overwritten.
Finally found it. Since my predecessor added about 800 Filters, that wasn't easy. The culprit was not setting "Stop after match", so the header field "PostmasterFilter" was overwritten.