ha! that happened 3 hours after the answer was sent. could this be the
`unlock timeout` acting up? looks like it ...
well in that case - why does it `unlock` the tickets that are
answered?
N.
Tuesday, September 28, 2004, 4:35:07 PM, you wrote:
NR> yes! same here (so you are the third person having the #1 problem) ...
NR> what i see in the history is this (look at what is done on the last
NR> line!! - why??):
NR> NewTicket Ticket=[2004092816000172], ID=[2448] created (Q=Support;P=3 normal;S=new).
NR> admin (Admin OTRS) 09/28/2004 11:20:32
NR> CustomerUpdate CustomerID updated to 'michael@lalala.com'.
NR> CustomerUser updated to 'michael@lalala.com[..]
NR> admin (Admin OTRS) 09/28/2004 11:20:32
NR> EmailCustomer added email.
NR> admin (Admin OTRS) 09/28/2004 11:20:32
NR> SendAutoReply Sent auto response to 'Michael '
NR> admin (Admin OTRS) 09/28/2004 11:20:32
NR> OwnerUpdate New owner is "normis" (ID=5).
NR> normis (Normunds[..]) 09/28/2004 11:31:39
NR> Lock Locked ticket.
NR> normis (Normunds[..]) 09/28/2004 11:31:39
NR> SendAnswer Email sent to "Michael ".
NR> normis (Normunds[..]) 09/28/2004 11:32:53
NR> StateUpdate Old: "new" New: "open"
NR> normis (Normunds[..]) 09/28/2004 11:32:57
NR> Unlock Unlocked ticket. -
NR> admin (Admin OTRS)09/28/2004 14:35:064:35:06
NR> N.
NR> Tuesday, September 28, 2004, 4:26:25 PM, you wrote:
SPP>> Our OTRS helpdesk has been live for 1 week now and has splendidly handled
SPP>> over 3200 tickets plus a few hundred I deleted form the database (eagerly
SPP>> waiting for the bulk facility!)
SPP>> Can anyone answer the following:
SPP>> 1/ occasionally ie not regularly enough to form a consistent pattern,
SPP>> tickets will reopen themselves! In the ticket history you can see the
SPP>> ticket being closed and then marked as open again. Why does this happen?
SPP>> 2/ is there a way to remove queues from the custom/personal queue box in
SPP>> preferences. I set a queue to receive notifications from and now I don't
SPP>> want them but it seems I have to have something in there now!! Is there a
SPP>> way around this?
SPP>> 3/ there appears to have been a mail loop problem and there was a situation
SPP>> where tickets were bouncing back and forth to a particular user. The only
SPP>> auto-response set is on new tickets so I'm not sure why this happened. What
SPP>> I want to know is, is there a way to suspend OTRS or at least the mail
SPP>> handling in order to delete the looping mail?
SPP>> Thanks guys and keep up the good work.
SPP>> Philippa Strange
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