Hello,
I've got 8 agents and about 500 customers
Just one agent can't close tickets. After he close it I don't know why it reopen with followup? Nobody is sending followup message to it.
In followup sender address is otrs address.
Any sugestion?
Regards
Primosz
OS: Centos 6.3
DB:Mysql
OTRS:3.1.12
Reopen closed tickets [SOLVED]
Moderator: crythias
Reopen closed tickets [SOLVED]
Last edited by primosz on 01 Feb 2013, 16:44, edited 1 time in total.
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reneeb
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Re: Reopen closed tickets
What does the ticket history say?
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Re: Reopen closed tickets
Here you have some last lines.
Strange why root@localhost send this messages.
It only happen for two tickets.
AddNote Added note (Close) Zoom view my@email (my personal) 2013-01-25 12:07:13
StateUpdate Old: "open" New: "closed successful" - my@email (my personal) 2013-01-25 12:07:13
Unlock Unlocked ticket. - my@email (my personal) 2013-01-25 12:07:13
SendCustomerNotification Notification sent to "help@mydomain". Zoom view my@email (my personal) 2013-01-25 12:07:13
Lock Locked ticket. - root@localhost (Admin OTRS) 2013-01-25 12:09:02
Misc Reset of unlock time. - root@localhost (Admin OTRS) 2013-01-25 12:09:02
StateUpdate Old: "closed successful" New: "open" - root@localhost (Admin OTRS) 2013-01-25 12:09:02
FollowUp FollowUp for [2013012410000179]. Zoom view root@localhost (Admin OTRS) 2013-01-25 12:09:02
SendAgentNotification "FollowUp"-notification sent to "my@email". - root@localhost (Admin OTRS) 2013-01-25 12:09:02
Strange why root@localhost send this messages.
It only happen for two tickets.
AddNote Added note (Close) Zoom view my@email (my personal) 2013-01-25 12:07:13
StateUpdate Old: "open" New: "closed successful" - my@email (my personal) 2013-01-25 12:07:13
Unlock Unlocked ticket. - my@email (my personal) 2013-01-25 12:07:13
SendCustomerNotification Notification sent to "help@mydomain". Zoom view my@email (my personal) 2013-01-25 12:07:13
Lock Locked ticket. - root@localhost (Admin OTRS) 2013-01-25 12:09:02
Misc Reset of unlock time. - root@localhost (Admin OTRS) 2013-01-25 12:09:02
StateUpdate Old: "closed successful" New: "open" - root@localhost (Admin OTRS) 2013-01-25 12:09:02
FollowUp FollowUp for [2013012410000179]. Zoom view root@localhost (Admin OTRS) 2013-01-25 12:09:02
SendAgentNotification "FollowUp"-notification sent to "my@email". - root@localhost (Admin OTRS) 2013-01-25 12:09:02
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reneeb
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Re: Reopen closed tickets
Any genericAgent jobs that lock a ticket? Anything triggers a ticket lock and a followup...
Perl / Znuny development: http://perl-services.de
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Re: Reopen closed tickets
There is no genericAgent jobs. Never setuped triggers.
Yesterday I made DB update.
But don't think it's a problem, because any other tickets were closed.
I made a test.
Created new ticket -> assign to this agent -> and he can closed it -> no followup.
Yesterday I made DB update.
But don't think it's a problem, because any other tickets were closed.
I made a test.
Created new ticket -> assign to this agent -> and he can closed it -> no followup.
Re: Reopen closed tickets - SOLVED
I found solution.
Agent, when created ticket entered postmaster @.
When OTRS fetch e-mail in mailbox was info about closed ticket - of course with number.
So OTRS followup ticket
.
Solution:
Loing to database, find ticket number, change @. Close ticket
Agent, when created ticket entered postmaster @.
When OTRS fetch e-mail in mailbox was info about closed ticket - of course with number.
So OTRS followup ticket
.Solution:
Loing to database, find ticket number, change @. Close ticket
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reneeb
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Re: Reopen closed tickets
You can change the settings of the queue and forbid followups for closed tickets...
You shouldn't change anything in the database!
You shouldn't change anything in the database!
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Re: Reopen closed tickets
Yes, you've got right.
But I must have followup.
We've got about 10 remote locations using OTRS and over 500 users.
So when someone want create new ticket each time it will be difficult.
having followups give us power to speed reply to user when there's still something wrong with ticket/trouble - and there is one history.
It will be difficult still merging tickets.
Anyway now it's working.
But I must have followup.
We've got about 10 remote locations using OTRS and over 500 users.
So when someone want create new ticket each time it will be difficult.
having followups give us power to speed reply to user when there's still something wrong with ticket/trouble - and there is one history.
It will be difficult still merging tickets.
Anyway now it's working.