yes! same here (so you are the third person having the #1 problem) ...
what i see in the history is this (look at what is done on the last
line!! - why??):
NewTicket Ticket=[2004092816000172], ID=[2448] created (Q=Support;P=3 normal;S=new).
admin (Admin OTRS) 09/28/2004 11:20:32
CustomerUpdate CustomerID updated to 'michael@lalala.com'. CustomerUser updated to 'michael@lalala.com[..]
admin (Admin OTRS) 09/28/2004 11:20:32
EmailCustomer added email.
admin (Admin OTRS) 09/28/2004 11:20:32
SendAutoReply Sent auto response to 'Michael '
admin (Admin OTRS) 09/28/2004 11:20:32
OwnerUpdate New owner is "normis" (ID=5).
normis (Normunds[..]) 09/28/2004 11:31:39
Lock Locked ticket.
normis (Normunds[..]) 09/28/2004 11:31:39
SendAnswer Email sent to "Michael ".
normis (Normunds[..]) 09/28/2004 11:32:53
StateUpdate Old: "new" New: "open"
normis (Normunds[..]) 09/28/2004 11:32:57
Unlock Unlocked ticket. -
admin (Admin OTRS)09/28/2004 14:35:064:35:06
N.
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
