Re: [otrs] Tickets not re-opening on customer reply.

One more thing that might be relevant. Tickets are coming in through the local mail system via an alias: /etc/aliases -- helpdesk: "|/data/webs/helpdesk/otrs/bin/otrs.PostMaster.pl -q 'Redmond HelpDesk' -t 0" On 02/26/2013 02:36 PM, Atom Powers wrote:

I see a lot of "Can't write [to Cache*]: Permission denied" Errors. Could that be preventing the ticket state from updating? That seems unlikely.

--------------- Tue Feb 26 13:16:30 2013 notice OTRS-otrs.PostMaster.pl-3 Sent customer 'Notify Customer on Ticket Close' notification to 'apowers@digipen.edu'. Tue Feb 26 13:16:30 2013 notice OTRS-otrs.PostMaster.pl-3 Sent email to 'apowers@digipen.edu' from 'DigiPen Helpdesk '. HistoryType => SendCustomerNotification, Subject => [DP#3000920] Your HelpDesk request has been closed.; Tue Feb 26 13:16:30 2013 error OTRS-otrs.PostMaster.pl-3 Can't write '/data/webs/helpdesk/otrs/var/tmp/CacheFileStorable/CacheInternalTicket/5/5/5540d594040585be2401dd43af7480c5': Permission denied Tue Feb 26 13:16:30 2013 error OTRS-otrs.PostMaster.pl-3 Can't write '/data/webs/helpdesk/otrs/var/tmp/CacheFileStorable/CacheInternalUser/2/8/28ab988d263314100741dd45cf3a36ec': Permission denied Tue Feb 26 13:16:29 2013 notice OTRS-otrs.PostMaster.pl-3 FollowUp Article to Ticket [3000920] created (TicketID=850, ArticleID=6866). , Tue Feb 26 13:16:29 2013 error OTRS-otrs.PostMaster.pl-3 Can't write '/data/webs/helpdesk/otrs/var/tmp/CacheFileStorable/DynamicField/e/d/ed86045249e6eee50d9bfc1a26adc3d7': Permission denied ... Tue Feb 26 13:16:29 2013 error OTRS-otrs.PostMaster.pl-3 Can't write '/data/webs/helpdesk/otrs/var/tmp/CacheFileStorable/CacheInternalGroup/7/a/7a4de665a450975bfb754c69644aef4a': Permission denied Tue Feb 26 13:16:29 2013 notice OTRS-otrs.PostMaster.pl-3 Sent agent 'FollowUp' notification to 'apowers@digipen.edu'. Tue Feb 26 13:16:28 2013 error OTRS-otrs.PostMaster.pl-3 Can't write '/data/webs/helpdesk/otrs/var/tmp/CacheFileStorable/CacheInternalUser/b/c/bccca8f9e6278bc47d7371641c3f486d': Permission denied Tue Feb 26 13:16:28 2013 notice OTRS-otrs.PostMaster.pl-3 Sent auto response (SendAutoFollowUp) for Ticket [3000920] (TicketID=850, ArticleID=6867) to 'Atom Powers '. Tue Feb 26 13:16:28 2013 notice OTRS-otrs.PostMaster.pl-3 Sent email to 'Atom Powers ' from 'DigiPen Helpdesk '. HistoryType => SendAutoFollowUp, Subject => [DP#3000920] Your HelpDesk reques [...];

On 02/26/2013 02:18 PM, Gerald Young wrote:

...

There should be additional information in the Admin/System Log about the same time to reflect what happened.

-- Perfection is just a word I use occasionally with mustard. --Atom Powers-- Director of IT DigiPen Institute of Technology +1 (425) 895-4443