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 <everydaywow@gmail.com> wrote:

  PostmasterFollowUpState says "open"


Could this be the case?



2013/2/6 Leonardo Certuche <leonardo.certuche@itconsultores.com.co>
What if on 

 Ticket -> Core::PostMaster

You have the variable

set on closed successful?



On 6 February 2013 15:35, Jean BROW <everydaywow@gmail.com> wrote:
Nope, I don't have any automated jobs with Generic agent.


2013/2/6 Gerald Young <crythias@gmail.com>
Generic agent?


On Wed, Feb 6, 2013 at 3:17 PM, Jean BROW <everydaywow@gmail.com> wrote:
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" <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 <crythias@gmail.com>
what does the ticket history say?


On Tue, Feb 5, 2013 at 2:13 PM, Jean BROW <everydaywow@gmail.com> 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

"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


---------------------------------------------------------------------
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


---------------------------------------------------------------------
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


---------------------------------------------------------------------
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