Hi,
Am Mo, den 10.05.2004 schrieb Robert Kehl um 13:28:
have unlocked if no FollowUp had been received. The owner is changed back to 'root@localhost', what is probably undesirable.
I don't see where the owner is changed back to root?
04/05/2004 16:00:11
It doesn't say "Owner changed to root", it just says that the user 'root' has changed the ticket state. But the ticket still belongs to me. Iit does this whenever a follow-up is received, as the follow-up is sorted in by the system, not by me manually :) I don't think this is a configuration issue on my side. P.S.: The header of this column also says 'Benutzer' (user), not owner.
It comes pretty close. Yet it means that OTRS is counting the complete time the ticket is locked && unanswered, even though the last reply has just come in a few hours ago.
Now it comes to the owner change. At the time the lockout was calculated, the owner was root@localhost
No, it wasn't, it was in my queue. Otherwise it wouldn't have been me receiving the ticket timeout, but root, would it?
who owned the ticket right at the beginning of the ticket's life spawn. Therefore, the system could have had decided that 'root@localhost' has been a lazy one throughout the whole time, by not having looked at anything that had happened to the ticket in the meantime.
Ouch.
So UnlockTickets.pl may be working according to specificiation, but I think the specification has a flaw :-)
Not the spec, but some piece of code probably, or your configuration.
Can you please compare the rights of 'root@localhost' and 'dseifert'?
How do I do this?
Additionally: Who is the Postmaster, I bet 'root@localhost'?
Postmaster on the Linux box? /etc/aliases defines postmaster: root and root is going to another email account of mine.
May you please switch on the FollowUp-Notification and try to reproduce the ticket? I'm wondering wether you'd get a notification or not.
Ok.
1. Using another email account, I (customer) send a mail to
support.
2. A ticket is created, I (customer) receive an auto-reply.
3. I (user) lock the ticket in OTRS and send a reply. This puts the
ticket state to "pending auto-close+"
4. I (customer) read the reply and send a follow-up.
5. root updates the ticket state and sends me (user) a notification
about the follow-up.
History attached.
Looks perfectly normal to me.
--
Daniel Seifert