Solved: Closed ticket sending Pending Reminders

[RBehr]

A ticket was set to Pending while open. It has since been closed, but continues to send pending reminders on a daily basis.

How do we stop this? What would have caused this?

Many thanks

[jojo]

if it is closed it won't send any pending reminder notifications! Please check if a test system is existing with a copy of the data, where this ticket is still open

[RBehr]

That's what I thought. We do have a DEV system, but this ticket is closed in the DEV system also. Is there any error that you know of that could cause a closed ticket to generate these reminder e-mails? I know it should not happen, but it is.

[jojo]

there is no such a error. there will be a system where it is still open

[tdeklein]

Is the ticket closed _and_ unlocked? While we played around with the nagios plugin and setting ticket states via mail we produced a lot of tickets that where closed but still visible 'cause they where not unlocked.

[RBehr]

That may have been the issue. The user finally resolved the issue himself as per the following e-mail to me:

Hi,

I had a play yesterday. Changed the ticket to open and then changed it to pending with an auto close 5 mins later and then closed it manually later on and I didn’t get a reminder today so don’t know if I have resolved it or not but fingers crossed.

Regards
Chris

By doing say, he may well have removed any incorrect locked status. The issue has not recurred.