Re: [otrs] Issue with closed tickets

Is it possible for me to disable so agents cannot bulk close tickets? 2013/2/7 Gerald Young

I don't see that the history records a followup, ... this looks like there was a closure by the person. Even if this wasn't a scheduled generic agent, this still appears to have been closed, possibly in bulk, but hard to tell.

On Wed, Feb 6, 2013 at 4:20 PM, Jean BROW wrote:

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PostmasterFollowUpState says "open"

Could this be the case?

2013/2/6 Leonardo Certuche

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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

> what does the ticket history say? > > > On Tue, Feb 5, 2013 at 2:13 PM, Jean BROW 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? >> >> >> >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >

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