Generic agent?

On Wed, Feb 6, 2013 at 3:17 PM, Jean BROW <everydaywow@gmail.com> wrote:

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?

2013/2/5 Gerald Young <crythias@gmail.com>

what does the ticket history say?

On Tue, Feb 5, 2013 at 2:13 PM, Jean BROW <everydaywow@gmail.com> wrote:

I find a lot of ticket in OTRS that are closed, and cannot understand why.

This is what I see:

E-mail from customer

Autoreplay from OTRS with the ticket number

State is "closed successful" and the "owner" is always the same person.

Anyone have an idea why this happen?

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