Closed Tickets in Escalated Tickets

[michaelh81]

Hi all,

We're using OTRS 3.2.9 in Windows SQL 2012\IIS environment.

I have a question though - On the main dashboard in the Escalated Tickets section, it is showing tickets that are closed successfully. Is there any way to hide the closed tickets from this view?

Regards,

Michael

[crythias]

make sure that the closed tickets aren't still locked

[michaelh81]

Thank you for the prompt reply.

It says Locked: unlock

But they are still showing.

Does the filter setting from

Config Settings in:
Ticket -> Frontend::Agent::Dashboard \ DashboardBackend###0110-TicketEscalation

Have any effect? I tried entering 'open' and 'pending auto' but the closed ones still stay there.

Regards,

Michael

[crythias]

Attributes: TicketEscalationTimeOlderMinutes=1;SortBy=EscalationTime;OrderBy=Down;

Escalation.png

In theory, though, escalation should be cleared on close. Check logs.

[michaelh81]

mmm I have exactly the same settings. Could it be a job that is not running? I'm not using CRON and am calling the following scripts via Scheduled Tasks thoughout the day\week:

d:\Perl\bin\perl.exe d:\OTRS\bin\otrs.PostMaster.pl
d:\Perl\bin\perl.exe d:\OTRS\bin\otrs.DeleteSessionIDs.pl --expired
d:\Perl\bin\perl.exe d:\OTRS\bin\otrs.GenericAgent.pl -c db
d:\Perl\bin\perl.exe d:\OTRS\bin\otrs.GenericAgent.pl
d:\Perl\bin\perl.exe d:\OTRS\bin\otrs.CleanUp.pl
d:\Perl\bin\perl.exe d:\OTRS\bin\otrs.RebuildTicketIndex.pl
d:\Perl\bin\perl.exe d:\OTRS\bin\otrs.UnlockTickets.pl --timeout
d:\Perl\bin\perl.exe d:/OTRS/bin/otrs.DeleteCache.pl
d:\Perl\bin\perl.exe d:/OTRS/bin/otrs.LoaderCache.pl -o delete
d:\Perl\bin\perl.exe d:\OTRS\bin\otrs.PendingJobs.pl

Am I missing one?

Thanks again for the help.

[crythias]

If you're missing one, it'd be listed in otrs/var/cron

I might suggest going to 3.2.latest though.

[michaelh81]

Ok. It appears the only ones I don't have are:

aaa_base.dist
survey_trigger_send_requests
survey_trigger_send_requests

Could one of these be the cause?

Also, what is the difference between postmaster.dist and postmaster_mailbox.dist? Am I calling the correct one?

Regards,

Michael

[michaelh81]

I think I have found something out. The tickets still showing are Closed Successful which is the result of a Pending Close +.

However, if I just use a 'Close' on a ticket, then it does get removed from the escalation view. The ticket is only being removed from the queue if it is 'Closed', but we need it to disappear for 'Closed successful' and 'Closed Unsuccessful'.

[crythias]

The tickets still showing are Closed Successful which is the result of a Pending Close +.

I'm not 100% sure, but it sounds like (?) a labelling issue with next ticket state.