[otrs] "Pending reminder" where should be "closed"

[Gabriele D'Andrea]

Hi Frank,
Help me understand, that problem with pending reminder it's only on one 
specific ticket, not on every 'pending remindered' ticket, tight?
However, databese inserts are not related to cron jobs, they sholud be 
committed when you submit the page, maybe some kind of table corruption?
Take a look at ticket history, either in the web interface and in the 
database.

Regarding the second question, could you pleas explain better?
maybe it's too early in the morning for me to understand :p
turnation is hard sometimes... :(

Bye
Gabriele

----- Original Message ----- 
From: "Franki" <franki at biz.uwa.edu.au>
To: "User questions and discussions about OTRS.org" <otrs at otrs.org>
Sent: Saturday, December 01, 2007 4:56 PM
Subject: Re: [otrs] "Pending reminder" where should be "closed"


>I did...
>
> (excuse html but the table won't display without it.)
> There was only one field with that problem.. when you look at the actual 
> data in the DB (via phpmyadmin in this instance) the ticket reads as 
> "Pending reminder" but if you look in OTRS itself, the ticket is closed. 
> Its very odd,  this OTRS (2.2.4) has a 200MB mysqldump file (it's had a 
> busy life) and yet there is only one instance of pending reminder where it 
> should be closed.. That is what led me to believe that perhaps a cron job 
> should have updated its state or something..
>
>
> The other thing I'm wondering about, is how to calculate the total time 
> spent by each CSO in a given period..
> First now I have a table like this:
>
> *User* *Tickets closed* *Time spent.*
> Amanda 12 Janelle 5 Simon 2 Tim 35 Frank 120 Peter 56 Nicholas 9 Mark 4
>
>
> Based in this case on a two week period....  (I'm kicking ass as you can 
> see :-)
> I want to be able to calculate the time spent on all tickets in that same 
> timeframe..
> (The timeframe stuff I understand, I just don't understand how to tally up 
> the time spent..)
>
> Rght now they are using a really inefficient Perl Tokeparser script to 
> generate the stats from OTRS itself. My SQL (no pun intended) one works in 
> seconds and is slowly starting to produce the same results...
>
> rgds
>
> Frank
>
>
>
>
> Gabriele D'Andrea wrote:
>> hmm, I've wrtitten a stat script too, and I haven't noticed this strange 
>> behaviour.
>> If you view the ticket as closed in the web interface, then it should be 
>> closed in the database too, maybe it's just an error in your script.
>> To be sure of that, look at TICKET_STATE_ID in table TICKET.
>>
>> Hope this helps
>> Gabriele
>>
>> ----- Original Message ----- From: "Frank Hauptle" 
>> <franki at biz.uwa.edu.au>
>> To: "User questions and discussions about OTRS.org" <otrs at otrs.org>
>> Sent: Friday, November 30, 2007 8:57 AM
>> Subject: [otrs] "Pending reminder" where should be "closed"
>>
>>
>>> I'm writing a little stats script to do some custom stuff and I've just 
>>> noticed that
>>> the state of some closed tickets is still "pending reminder"
>>>
>>> I thought once a ticket has been closed the reminders stop, and that 
>>> would also update the state to "closed"
>>> but this doesn't seem to be the case..
>>>
>>> Is there some cron process that should have updated the state field in 
>>> the ticket table ?
>>>
>>>
>>> rgds
>>>
>>> Frank
>>>
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>>
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