Ticket history say the following:
| Action | Comment | Zoom | User | Createtime |
|---|
|
NewTicket
|
New Ticket [2012122010000238] created (Q=UKsupport;P=3 normal;S=new).
|
-
|
root@localhost (Admin OTRS)
|
20/12/2012 13:20:07
|
|
CustomerUpdate
|
Updated: CustomerID=jhderdf_343@hotmail.com;CustomerUser=jhderdf_343@hotmail.com;
|
-
|
root@localhost (Admin OTRS)
|
20/12/2012 13:20:07
|
|
EmailCustomer
|
Added email.
|
Zoom view
|
root@localhost (Admin OTRS)
|
20/12/2012 13:20:08
|
|
SendAutoReply
|
AutoReply sent to ""jhderdf_343@hotmail.com" <jhderdf_343@hotmail.com>".
|
Zoom view
|
root@localhost (Admin OTRS)
|
20/12/2012 13:20:08
|
|
Lock
|
Locked ticket.
|
-
|
john (John Adams)
|
27/12/2012 12:59:10
|
|
Misc
|
Reset of unlock time.
|
-
|
john (John Adams)
|
27/12/2012 12:59:10
|
|
OwnerUpdate
|
New owner is "john" (ID=4).
|
-
|
john (John Adams)
|
27/12/2012 12:59:10
|
|
StateUpdate
|
Old: "new" New: "closed successful"
|
-
|
john (John Adams)
|
27/12/2012 12:59:15
|
|
Unlock
|
Unlocked ticket.
|
-
|
john (John Adams)
|
27/12/2012 12:59:15
|
Usually if an agent press "close" he need (its required) to write an reason, and you will see an "closed" article at the ticket. Here I do not see any "closed" article. Any idea why this happen?