[otrs] Re: Tickets reopen automatically

27 Jan 2008

      Dear Shawn and others,

Our automatically reopening tickets have not been solved yet. Please,
anybody help. Any hint is welcome. Recapitulazing:

1. during the day OTRS users close their tickets
2. next night, at 00:10, all the tickets get reopened with following
message in the history of the ticket:
 StateUpdate  Old: "closed successful" New: "open"  -  root@localhost
(Admin OTRS) 
   - at 00:10 the cron is firing the daily cleanup job. The first
following time that Postmaster.pl runs it seems that it finds all this
tickets in the postmaster/raw queue and re-opens them
3. We have tried to disable Services and SLAs. Didn't help.
4. We have tried to change many other settings. Didn't help. 
5. all our pl-scripts in /opt/otrs/bin/ are default, not changed since the
installation

Who know which setting could be doing this?

We are running OTRS 2.2.4. Here our settings:

$Self->{'SecureMode'} =  1;
$Self->{'ProductName'} =  'ILIAD';
$Self->{'SystemID'} =  33;
$Self->{'FQDN'} =  '<scrambled> xxx.yyy.zzz';
$Self->{'ScriptAlias'} =  'iliad/';
$Self->{'AdminEmail'} =  '<scrambled> xxx@yyy.zzz';
$Self->{'Organization'} =  'Institute of xxx yyy zzz';
$Self->{'DefaultCharset'} =  'utf-8';
$Self->{'DefaultUsedLanguages'} =  {
  'nl' => 'Nederlands',
  'en' => 'English'
};
$Self->{'LogModule::LogFile::Date'} =  '1';
$Self->{'SendmailModule'} =  'Kernel::System::Email::SMTP';
$Self->{'SendmailModule::Host'} =  '<scrambled> smtp.yyy.zzz';
$Self->{'SendmailModule::Port'} =  '25';
$Self->{'Frontend::NotifyModule'}->{'3-ShowAgentOnline'} =  {
  'Module' => 'Kernel::Output::HTML::NotificationAgentOnline'
};
$Self->{'SwitchToUser'} =  '1';
$Self->{'NotificationSenderName'} =  'ILIAD Automatic Notification';
$Self->{'CustomerPanelLostPassword'} =  '0';
$Self->{'CustomerPanelCreateAccount'} =  '0';
$Self->{'Customer::AuthModule'} =  'Kernel::System::CustomerAuth::LDAP';
$Self->{'Customer::AuthModule::LDAP::Host'} =  '<scrambled> ldap.yyy.zzz';
$Self->{'Customer::AuthModule::LDAP::BaseDN'} =  'o=xxx';
$Self->{'Customer::AuthModule::LDAP::UID'} =  'uid';
$Self->{'Customer::AuthModule::LDAP::UserAttr'} =  'UID';
$Self->{'Frontend::Module'}->{'AdminCustomerUser'} =  {
  'NavBar' => [
    {
      'Prio' => '9000',
      'Block' => '',
      'Image' => 'folder_yellow.png',
      'NavBar' => 'Ticket',
      'Type' => '',
      'AccessKey' => 'c',
      'Description' => 'Edit Customer Users',
      'Name' => 'Customer',
      'Link' => 'Action=AdminCustomerUser&Nav=Agent'
    }
  ],
  'GroupRo' => [
    ''
  ],
  'NavBarName' => '',
  'Description' => 'Edit Customer Users',
  'Title' => 'Customer User',
  'NavBarModule' => {
    'Prio' => '300',
    'Block' => 'Block1',
    'Module' => 'Kernel::Output::HTML::NavBarModuleAdmin',
    'Name' => 'Customer Users'
  },
  'Group' => [
    'admin'
  ]
};
$Self->{'Frontend::Module'}->{'AdminCustomerCompany'} =  {
  'NavBar' => [
    {
      'Prio' => '9100',
      'Block' => '',
      'Image' => 'folder_yellow.png',
      'NavBar' => 'Ticket',
      'Type' => '',
      'AccessKey' => 'c',
      'Description' => 'Edit Customer Company',
      'Name' => 'Company',
      'Link' => 'Action=AdminCustomerCompany&Nav=Agent'
    }
  ],
  'GroupRo' => [
    ''
  ],
  'NavBarName' => 'Admin',
  'Description' => 'Admin',
  'Title' => 'Customer Company',
  'NavBarModule' => {
    'Prio' => '310',
    'Block' => 'Block1',
    'Module' => 'Kernel::Output::HTML::NavBarModuleAdmin',
    'Name' => 'Customer Company'
  },
  'Group' => [
    'admin'
  ]
};
$Self->{'Ticket::QueueViewAllPossibleTickets'} =  '1';
$Self->{'Ticket::Responsible'} =  '1';
$Self->{'Ticket::Service'} =  '1';
$Self->{'Ticket::EventModulePost'}->{'1-ForceOwnerResetOnMove'} =  {
  'Event' => 'TicketQueueUpdate',
  'Module' => 'Kernel::System::Ticket::Event::ForceOwnerReset'
};
$Self->{'Ticket::Frontend::QueueSort'} =  {
  '15' => '1'
};
$Self->{'Ticket::Frontend::BulkFeatureJavaScriptAlert'} =  '0';
$Self->{'Ticket::Frontend::AgentTicketPhoneOutbound'}->{'RequiredLock'} = 
'0';
$Self->{'Ticket::Frontend::AgentTicketPhoneOutbound'}->{'State'} =  'open';
$Self->{'Ticket::Frontend::AgentTicketBounce'}->{'RequiredLock'} =  '0';
$Self->{'Ticket::Frontend::AgentTicketBounce'}->{'StateDefault'} =  'open';
$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'Priority'} =  '0';
$Self->{'CustomerPanelOwnSelection'} =  {
  'DISPATCHER' => 'ILIAD'
};
$Self->{'Ticket::Frontend::CustomerTicketZoom'}->{'Priority'} =  '0';
$Self->{'Frontend::Module'}->{'AgentTicketPhone'} =  {
  'NavBar' => [
    {
      'Prio' => '200',
      'Block' => '',
      'Image' => 'mail_new.png',
      'NavBar' => 'Ticket',
      'Type' => '',
      'AccessKey' => 'n',
      'Description' => 'New Ticket (Inbound)',
      'Name' => 'New Ticket',
      'Link' => 'Action=AgentTicketPhone'
    }
  ],
  'NavBarName' => 'Ticket',
  'Description' => 'New Ticket',
  'Title' => 'New Ticket'
};
$Self->{'Frontend::Module'}->{'AgentTicketEmail'} =  {
  'NavBar' => [
    {
      'Prio' => '210',
      'Block' => '',
      'Image' => 'mail_new.png',
      'NavBar' => 'Ticket',
      'Type' => '',
      'AccessKey' => 'e',
      'Description' => 'Create new Email Ticket and send this out
(Outbound)',
      'Name' => 'New Email-Ticket',
      'Link' => 'Action=AgentTicketEmail'
    }
  ],
  'NavBarName' => 'Ticket',
  'Description' => 'Create new email Ticket',
  'Title' => 'New Email-Ticket'
};
$Self->{'Frontend::Module'}->{'AgentTicketStatusView'} =  {
  'NavBar' => [
    {
      'Prio' => '110',
      'Block' => '',
      'Image' => 'overview.png',
      'NavBar' => 'Ticket',
      'Type' => '',
      'AccessKey' => 'v',
      'Description' => 'Overview of all open Tickets',
      'Name' => 'StatusView',
      'Link' => 'Action=AgentTicketStatusView'
    }
  ],
  'NavBarName' => 'Ticket',
  'Description' => 'Overview of all open tickets',
  'Title' => 'Status View'
};
$Self->{'CustomerFrontend::Module'}->{'CustomerTicketOverView'} =  {
  'NavBar' => [
    {
      'Prio' => '110',
      'Block' => '',
      'Image' => 'ticket.png',
      'NavBar' => '',
      'Type' => '',
      'AccessKey' => 'm',
      'Description' => 'MyTickets',
      'Name' => 'MyTickets',
      'Link' => 'Action=CustomerTicketOverView&Type=MyTickets'
    }
  ],
  'NavBarName' => 'Ticket',
  'Description' => 'Overview of customer tickets',
  'Title' => 'Overview'
};
$Self->{'PostMaster::PreFilterModule::NewTicketReject::Body'} =  'Dear
Customer,

unfortunately you have no valid ticket number
in your subject, so this email can\'t processed.

Please create a new ticket via the customer panel.

Thanks for your help!

 Your Helpdesk Team
';
$Self->{'1'} = 1;

Kind regards,
Mladen Acinger

otrs@otrs.org on donderdag 24 januari 2008 at 13:54 +0100 wrote:
...
Message: 1
Date: Thu, 24 Jan 2008 13:42:11 +0100
From: Shawn Beasley 
Subject: Re: [otrs] Tickets reopen automatically
To: "User questions and discussions about OTRS.org" 
Message-ID: <479887A3.5080701@otrs.com>
Content-Type: text/plain; charset="iso-8859-1"
Dear Mladen,
...
Dear Nils (and others),
It does not happen automatically, the tickt was closed few hours 
before, during the daytime. At 10 minutes past midnight OTRS admin 
reopened them. The two log-rows are both related to OTRS admin action.
We can't disable SLA's, we are not using them yet, but are in the 
proccess of configuring them and will use them very soon.
Kind regards, Mladen Acinger
Please open a bug request at http://bugs.otrs.org.
-- 
Shawn Beasley
Please refer to: http://www.iss.nl/content/view/full/2873 for ISS’ email disclaimer.