Thanks, I found it searching for archived state; but it’s state is open; shouldn’t that have un-archived it? When the person re-opened it yesterday it showed back up in my list of open tickets. The last action in the log was my sending a reply to them.
Archive:
This ticket is archived.
Age:
230 d 0 h
Created:
07/23/2020 09:24
State:
open
Locked:
lock
Priority:
3 normal
Queue:
Raw
At least this one is about the same subject; we have a few users whose only means of communicating to us seems to be finding an old ticket in their mail and replying to it with a new problem ...
On Mar 10, 2021, at 9:31 AM, Alvaro Cordero mailto:alvaro@gridshield.net> wrote:
Do you have Archive enabled, is the old ticket archived? Are there any jobs that might have deleted that ticket?
Regards
El mié, 10 mar 2021 a las 10:27, Bruce Johnson (mailto:johnson@pharmacy.arizona.edu>) escribió:
We’re running OTRS Community edition
I have a long running ticket (which has been closed about 3 times, then reopened because the person keeps replying to the email with the ticket ID that seems to have simply disappeared from the system.
I got a question from the person yesterday, wrote the answer, and went to revisit it this morning and the ticket is just gone. I cannot find it via search.
What should my next steps be?
--
Bruce Johnson
University of Arizona
College of Pharmacy
Information Technology Group
Institutions do not have opinions, merely customs
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Alvaro Cordero Retana
Consultor de Tecnologias
Tel: 22585757 ext 123
Email: alvaro@gridshield.netmailto:alvaro@gridshield.net
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Bruce Johnson
University of Arizona
College of Pharmacy
Information Technology Group
Institutions do not have opinions, merely customs
