[Solved] Event Ticket Close Not Working 3.2.9 CentOS 6.3

[jwoodyu]

Hello,

I have followed this how to many times viewtopic.php?f=60&t=16718 and scrubbed through the form and internet for hours before asking for help. I believe I may have rights issue or something of the sort that is tripping me up. The installation and configuration has gone perfectly to this point.

Thanks


3.2.9 CentOS 6.3

[crythias]

What do the logs say?
What does the history of a closed ticket indicate?
If we were to replicate your issue, how would we know if we encountered the same "not working" result you encountered?

[jwoodyu]

What do the logs say?

Not sure why the log appears out of order but clearly the fetch happens first. New ticket is created then the new ticket auto response fires. I wait 2 minutes and edited the ticket closed and there was no long entry?
Fri Jul 19 14:14:03 2013 notice OTRS-otrs.PostMasterMailbox.pl-10 POP3: Fetched 1 email(s) from tickets@*******/pop.&******.net.
Fri Jul 19 14:14:03 2013 notice OTRS-otrs.PostMasterMailbox.pl-10 Sent auto response (SendAutoReply) for Ticket [2013071910000043] (TicketID=41, ArticleID=116) to '"Underwood, John (DET-JMW)" <John_Underwood@*********>'.
Fri Jul 19 14:14:03 2013 notice OTRS-otrs.PostMasterMailbox.pl-10 Sent email to '"Underwood, John (DET-JMW)" <John_Underwood@*******>' from 'Help_Desk <help_desk@**********>'. HistoryType => SendAutoReply, Subject => [Ticket#2013071910000043] RE: testing for OTRS forum;
Fri Jul 19 14:14:03 2013 notice OTRS-otrs.PostMasterMailbox.pl-10 New Ticket [2013071910000043/testing for OTR] created (TicketID=41,Queue=Raw,Priority=3 normal,State=new)

What does the history of a closed ticket indicate?
The ticket is closed.

If we were to replicate your issue, how would we know if we encountered the same "not working" result you encountered?

The how to is followed explicitly but no email is received by the user indicating the ticket closed. The SMTP server relaying for OTRS does not indicate that OTRS attempted to send the email when the ticket closed. The OTRS logs do not indicate an attempt to send the email at closing. Other email from the system seems to be flowing perfectly well.

[crythias]

Fetching should have nothing to do with closing a ticket.

What you showed in the logs were related to the creation of a brand new ticket.

[jwoodyu]

correct the close never shows up in the log though in the ticket view it does show closed.

[jwoodyu]

Would someone post a log entry from a job closing correctly? Not only does my event not fire but there seems to be some other action not completing. When i close a job there is no log entry made at all.

Thanks

[jwoodyu]

On a full restart of the linux server i noticed that firewall had no been disabled on start up. I stopped the firewall, made sure it would not start again on boot and then confined with another restart of the server. The scheduler service was not starting correctly which was also remediated and tested. Now the close function and event notification works perfectly. It may well have been related more to the reboot than the changes list above but for the sake of completeness I added the steps i followed.

Thanks for your help