Tickets are not getting created in sequence

[sri115]

Hi,

We are using 3.1 version of OTRS in centos 6.3. Couple of days back we got an issue that tickets that are getting generated is not in sequence and also sending notifications to different agents than the agent who raises a ticket.
Repaired the database
auto incremented the ticket table
Any kind of suggestions or solution is much appreciated

Thanks & Regards
Srivatsan

[crythias]

tickets that are getting generated is not in sequence

How can you tell? Email tickets? Web tickets?

sending notifications to different agents than the agent who raises a ticket.

Possibly correct. Agents with notifications yes and appropriate queue highlighted in "My Queues" will get notifications if the ticket is created but not locked. The ticket won't be locked upon creation unless an owner is explicitly assigned.

[sri115]

tickets that are getting generated is not in sequence

How can you tell? Email tickets? Web tickets?

sending notifications to different agents than the agent who raises a ticket.

Possibly correct. Agents with notifications yes and appropriate queue highlighted in "My Queues" will get notifications if the ticket is created but not locked. The ticket won't be locked upon creation unless an owner is explicitly assigned.

Its for the email tickets..yeah i understand but it pertains only to an queue which is geographical. Other region agents doesn't face this but we have a test server in same network (i.e) not published over a network. In such case what is to be done, if i need to stop otrs and not to do any activity which should be passive.

Regards
Srivatsan

[crythias]

I don't know what the problem is. I can't translate what you wrote into something that I can replicate.

"email tickets not getting created in sequence" -- How can you tell this is occurring? What problem is being caused by this? (I'd expect skipping if something is competing for email tickets) I wouldn't expect tickets to be shuffled, though. I don't know what your ticket numbering scheme is.

Its for the email tickets..yeah i understand but it pertains only to an queue which is geographical. Other region agents doesn't face this but we have a test server in same network (i.e) not published over a network. In such case what is to be done, if i need to stop otrs and not to do any activity which should be passive.

This doesn't answer the question and doesn't really help to determine a cause, problem, or solution.

[sri115]

I don't know what the problem is. I can't translate what you wrote into something that I can replicate.

"email tickets not getting created in sequence" -- How can you tell this is occurring? What problem is being caused by this? (I'd expect skipping if something is competing for email tickets) I wouldn't expect tickets to be shuffled, though. I don't know what your ticket numbering scheme is.

Its for the email tickets..yeah i understand but it pertains only to an queue which is geographical. Other region agents doesn't face this but we have a test server in same network (i.e) not published over a network. In such case what is to be done, if i need to stop otrs and not to do any activity which should be passive.

This doesn't answer the question and doesn't really help to determine a cause, problem, or solution.

To make myself clear, the western region people alone are getting email notifications to tickets with same subject but with different ticket id. if we do a search for the ticket id it was not there in the live server, but if i check for subject the ticket was already in resolved state.
Ticketing schema is auto_increment with system_ID:10000 (which is default).
It sounded weird to me so i doubt the test server which is also configured for email tickets.

regards
Sri

[crythias]

Have you exceeded 5 digits of numbering?

[sri115]

Have you exceeded 5 digits of numbering?

no..it has just reached 28100.
just give a info that if stop the otrs service, it will stop sending the mail tickets or the sending notifications. correct??

Regards
Srivatsan