Re: [otrs] Issue with closed tickets

PostmasterFollowUpState says "open" Could this be the case? 2013/2/6 Leonardo Certuche

What if on Ticket -> Core::PostMaster You have the variable PostmasterFollowUpState set on closed successful?

On 6 February 2013 15:35, Jean BROW wrote:

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Nope, I don't have any automated jobs with Generic agent.

2013/2/6 Gerald Young

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Generic agent?

On Wed, Feb 6, 2013 at 3:17 PM, Jean BROW wrote:

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Ticket history say the following:

ActionComment Zoom UserCreatetime 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" ". 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

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what does the ticket history say?

On Tue, Feb 5, 2013 at 2:13 PM, Jean BROW wrote:

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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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