Re: [otrs] Tickets reopen automatically

Dear Nils (and others), It does not happen automatically, the tickt was closed few hours before, during the daytime. At 10 minutes past midnight OTRS admin reopened them. The two log-rows are both related to OTRS admin action. We can't disable SLA's, we are not using them yet, but are in the proccess of configuring them and will use them very soon. Kind regards, Mladen Acinger

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Date: Thu, 24 Jan 2008 12:58:40 +0100 From: "Nils Breunese (Lemonbit)" Subject: Re: [otrs] Tickets reopen automatically To: "User questions and discussions about OTRS.org" Message-ID: <929BFBE3-1405-445A-8F43-B18578B3423A@lemonbit.nl> Content-Type: text/plain; charset=US-ASCII; format=flowed; delsp=yes

Mladen Acinger wrote:

...

Since a few days many of our tickets are automatically being reopened by OTRS admin. In the history of the ticket I see this:

StateUpdate - Old: "closed successful" New: "open" - root@localhost (Admin OTRS) - 01/23/2008 00:10:34 Misc - Reset of escalation update time. - root@localhost (Admin OTRS) - 01/23/2008 00:10:34

It happens always at the same time, so it must be a CRON job.

If it happens immediately, then I'd say it's not a cron job.

...

But which setting is responsible for that? Not all tickets, only few are being reopened. We are running OTRS 2.2.4. Recently we have activated the SLA and Service module, but are still not using these fields.

If you're not using it, I'd just disable that module and see if the helps.

Nils Breunese.

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