tickets are missing !!!

[madhoos]

Hi,

I am new to the otrs. Installed the Otrs on windows 2003 server with bundled and default installation. I am testing the same and it is working fine till yesterday.

I observed that the below things are happening form yesterday :

1) few tickets are not visible in any queue where i am getting the new ticket notification to the user(who raises the ticket)
2) Duplicate ticket numbers are generated for 2 different tickets
3) Auto Escalation notification sent to all the agents in one particular group when a new ticket generated
4) how to trace the missing tickets (even i search with root login)

Note :- By using generic agent i have deleted few tickets which are in junk folder (yesterday morning)

Help me in fixing this issue. as we are planning to use this application for our organization.

Thanks in advance

Regards,
Madhu

[jojo]

there is another OTRS running!

[madhoos]

Hi Jojo,

Thanks for the immed reply.

I installed the otrs in the server and copied the backup from test server to the new server. which was done almost 3 weeks back. and it is working fine till yesterday afternoon.

and today i checked in the data base i observed that the tickets which are generating through the customer.pl is working perpeftly fine and the data is visible in the respective queue and even in the data base also.

Where as the tickets which are generating through the Email is not visible in any queue and not even in the Database ( i have checked in ticket and ticket_history tables) but i am getting a new ticket notification with ticket number.

Kindly help in fixing the issue.

Regards,
Madhu

[jojo]

there is a second OTRS running which fetchs the mails

[madhoos]

Hi jojo,

thank you very much.

I check in the D:\Program Files\OTRS\OTRS\var\cron\fetchmail.dist

i add the # */5 * * * * [ -x /usr/bin/fetchmail ] && /usr/bin/fetchmail -a >> /dev/null

then i restared the cron services. now i am able to receive the tickets and in the respective queues.

What happend to the already created tickets. where can i get those tickets.

Regards,
Madhu

[jojo]

as I already wrote a second OTRS was fetching the mails, so they are in the second system (Testsystem?) there is no chance to get them back

[madhoos]

Hi jojo,

Today also same problem repeated. But when i restarted the OTRS Services. It started working fine.

How to fix this problem for permenant sake.

Regards,
Madhu

[jojo]

Fetchmail is not used on windows.

There is another instance of OTRS running and also fetching the mails