State autoclose+ not working.

[cbravo]

Hello guys, from what I've read the state autoclose+ closes the ticket sucessfully after the given time is reached. However, I opened a test ticket and the system still show its state as pending autoclose+ and for time it shows -6 min (wich is the time at wich the ticket was suppose to be closed). Is a generic agent or something suppose to be run or configured for the ticket to be closed? If so, how can I modify it to run more often because currently the time the ticket stays in that state still adds towards the escalation time.

[crythias]

You may need to check your sysconfig for the state after pending.

[cbravo]

Hello there, thank you for you answer. I checked the sysconfig and saw the place where key says pending autoclose+ and content says closed successful so I believe it should be working correctly. However, the ticket is not closed and it got already escalated because of that when it should've been closed hours ago. Who closes those tickets? a generic agent? Is there a posibility that it might not be working?

[cbravo]

trying to solve this, I checked on the admin section where it says Generic Agent and I get no results found meaning that there are no generic jobs right? Did I forget to configure the cron jobs or something?

[crythias]

It *could* be that cron's not running for the OTRS user... But I don't know how to address your situation. Please adjust your signature to let us know how you're running OTRS.

[cbravo]

It *could* be that cron's not running for the OTRS user... But I don't know how to address your situation. Please adjust your signature to let us know how you're running OTRS.

what do you mean? I think I have the exact same configuration as you, just that I don't use Active Directory

Hold on a sec, I did a check from a shell to the crontab of the otrs user and see it's empty. It shouldn't be right? I believe that's the problem I'll try to install them and let you know back if it helps.

[cbravo]

Well, I used the command crontab -l -u otrs and it shows nothing wich means there is no cronjobs. I already ran the script to create them but still not working, any ideas as to what is going on? I'm using linux ubuntu x86 v. 10.04

[crythias]

from INSTALL ...

Code: Select all

Cronjobs for the OTRS user:
    ---------------------------
    There are several OTRS default cronjobs in $OTRS_HOME/var/cron/*.dist.
    Make copies of all of the default cronjobs:

      shell> cd var/cron
      shell> for foo in *.dist; do cp $foo `basename $foo .dist`; done

    Or if you are installing OTRS an a Windows system:

      cd var/cron
      copy *.dist *.


    Use $OTRS_HOME/bin/Cron.sh {start|stop|restart} to start or stop this cronjobs
    from $OTRS_HOME/var/cron/* (.dist will be ignored).

    >> Note: Install this cronjobs as OTRS user. <<

[cbravo]

yeah, that code isn't working for me for some reason. I had to manually add each cronjob. What I don't know is how often they should be running, is there any place where I could look that up? One last question, if I set the ticket state to autoclose+ (successful) to 5:30 and my cronjob runs at 5:45 those 15 minutes still count as escalation time. Would that be reflected on a report? That would be bad because my client would said I didn't help him on time while it was because the ticket didn't close when it was supposed to.