Hi to all, I am new to otrs , just installed it on suse 7.3 with mysql and all required perl modules. I have created a user test,group tgroup , queue tqueue , new maill address tmail@domain.com . The group for the "tqueue" is set to "tgroup" . The email address for "tqueue" is set to tmail@domain.com The user "test" is member of "tgroup" The "Follow up Option:" for tqueue is set to possible. The address tmail@domain.com is being forwarded to otrs . The .procmailrc is setup to forward all mails to tmail@domain.com to tqueue . A customer for example cust@cust.com writes and email to tmail@domain.com the new message lets say "problem" appears under the queue "tqueue" which is expected. For example user test gives a replys to this message with lets say "reply1" to the customer . In reply to the message "reply1" from the agent (test) customer writes second message for example "ALL OKAY" to the agent(test). This "ALL OKAY" also appears under the queue "tqueue" and under locked message which also true . Now in reply to "ALL OKAY " agent writes a message "TICKET CLOSED" with next ticket stat "closed" . The customer in this example cust@cust .com receives this message . Thread is as below 1 problem Customer(cust@domain.com) ==> Agent (test) ( this message appears below queue "tqueue") 2 reply1 Agent (test) ==> Customer(cust@domain.com) next ticket stat "open " (The status of the ticket is changed to lock) 3 ALL OKAY Customer(cust@domain.com) ==> Agent (test) 4 TICKET CLOSED Agent (test) ==> Customer(cust@domain.com) next ticket stat "closed successfully " (The ticked is closed and disappears from the queue) |-->>>customer (email-external) (plain) 2002-09-16 19:00:05 problem |-->agent (email-external) (plain) 2002-09-16 19:01:10 reply1 |-->customer (email-external) (plain) 2002-09-16 19:02:03 ALL OKAY |-->agent (email-external) (plain) 2002-09-16 19:02:39 TICKET CLOSED Everything is fine untill here . But when the hourly cron job "/etc/rc.d/otrs cleanup " for user otrs gets executed the problem starts. After execution of "/etc/rc.d/otrs cleanup >> /dev/null" the the ticket is getting locked again with a status of new message in that ticket. The message no 1 (reply1) appears back as the next message in that ticket thread and ticket is again getting status locked The below is the the thread sequence from otrs . |-->>>customer (email-external) (plain) 2002-09-16 19:00:05 problem |-->agent (email-external) (plain) 2002-09-16 19:01:10 reply1 |-->customer (email-external) (plain) 2002-09-16 19:02:03 ALL OKAY |-->agent (email-external) (plain) 2002-09-16 19:02:39 TICKET CLOSED |-->customer (email-external) (plain) 2002-09-16 19:02:59 problem (The ticket status is changed to lock) and after every hour its adding the same message again to the thread. The problem does not end here , Another ticket with the next number in the sequence is created under the queue 'tqueue' with the message no 1 i.e "problem" and also system default reply from otrs to the customer {This is a demo text which is send to every inquery. It could contain something like: Thanks for your e-mail. A new ticket has been created. You wrote:
problem Your e-mail will be answered by a human asap Have fun with OTRS! :-) Your OTRS Team} is appearing as the next message in the new ticket thread . New ticket under "tqueue" |-->customer (email-external) (plain) 2002-09-16 19:02:59 problem |-->>>system (email-external) (plain) 2002-09-16 19:02:59
I hope I have make my problem clear :-) , so please somebody help me to get the cause of this problem . Thanks a lot in advance . regards, Tripal Jadeja