Ticket Zoom Page not updated after run the CRON Job??

[williamrobert1983]

Hi,

I have created one Service Request (SR) Ticket. The ticket state is 'New'.

I have added one Job in Generic Agent. I filter Service Request from Type and State is 'New". Then, the Ticket Action will be 'Assigned'.

Whenever i am running manually from the Generic Agent, the new state will be 'Assigned' and can see the ticket zooms, it is working fine.

But, Instead of running manually from the generic agent in admin console, the cron job is running every 10 mins and updating the status when i check the ticket history.

I refresh the ticket zoom page and it is not showing the updated state (Assigned).

Please advice how to solve the issue.

Thanks in advance.
William

[williamrobert1983]

Hi All,

Please any one reply for the above email?

I cant find the solutions.



William

[jojo]

please show the history and the conected log for this action

[williamrobert1983]

Hi,

Thanks for your reply. I have attached print screen.

Still showing the old state instead of showing updated state. But, If i updated any sub menu in the AgentTicketZoom, then its updating the queue and state.

Please advise me! thanks,

William

[jojo]

is it a pending reminder state?
what is your OTRS version?

[williamrobert1983]

Hi,

old State Name : Requested and type is 'open'

New state Name : Pending Approval and type is 'pending reminder' .

Version :

PRODUCT = OTRS
VERSION = 3.2.11
BUILDDATE = Mi Okt 2 09:23:20 CEST 2013
BUILDHOST = otrsbuild.otrs.com

Thanks,
William

[williamrobert1983]

Hi jojo,

Is it Version upgrade issue?? advise me if any other possible to rectify this issue .

thanks lot


William

[jojo]

It might be related to the version. In 3.3. you can set a + time for the pending reminder target time. (Which is needed by a pending reminder)

[williamrobert1983]

Hi jojo,

Ok. thanks. but, whenever i run generic agent manually in admin console, its updating State. After i refresh the AgentTicketZoom page , its showing updated states.

Only cronjob every 10 mins running and updating states. If refresh AgentTicketZoom, its not showing updated states. But, if i update any form from sub menu(status or decision) in TicketAgentZoom, its showing updated states.. It really confusing for me whats going on..

If you any other choice, plz let me know..

thanks for your time

William

[jojo]

this looks like a caching issue. Update as suggested

[williamrobert1983]

OK. Thanks jojo....


William

[williamrobert1983]

Hi Jojo,

I clear the all caching in otrs. Still i am facing same issue.

Instead of upgrading the new version otrs 3.3, do u have the particular file ( from otrs 3.3 version) to fix this issue?

Thanks.

William

[jojo]

you can not just replace some files. Do the upgrade

[williamrobert1983]

Ok. Will do upgrade.

thanks jojo..


William