Our OTRS helpdesk has been live for 1 week now and has splendidly handled over 3200 tickets plus a few hundred I deleted form the database (eagerly waiting for the bulk facility!) Can anyone answer the following: 1/ occasionally ie not regularly enough to form a consistent pattern, tickets will reopen themselves! In the ticket history you can see the ticket being closed and then marked as open again. Why does this happen? 2/ is there a way to remove queues from the custom/personal queue box in preferences. I set a queue to receive notifications from and now I don't want them but it seems I have to have something in there now!! Is there a way around this? 3/ there appears to have been a mail loop problem and there was a situation where tickets were bouncing back and forth to a particular user. The only auto-response set is on new tickets so I'm not sure why this happened. What I want to know is, is there a way to suspend OTRS or at least the mail handling in order to delete the looping mail? Thanks guys and keep up the good work. Philippa Strange
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
ha! that happened 3 hours after the answer was sent. could this be the
`unlock timeout` acting up? looks like it ...
well in that case - why does it `unlock` the tickets that are
answered?
N.
Tuesday, September 28, 2004, 4:35:07 PM, you wrote:
NR> yes! same here (so you are the third person having the #1 problem) ...
NR> what i see in the history is this (look at what is done on the last
NR> line!! - why??):
NR> NewTicket Ticket=[2004092816000172], ID=[2448] created (Q=Support;P=3 normal;S=new).
NR> admin (Admin OTRS) 09/28/2004 11:20:32
NR> CustomerUpdate CustomerID updated to 'michael@lalala.com'.
NR> CustomerUser updated to 'michael@lalala.com[..]
NR> admin (Admin OTRS) 09/28/2004 11:20:32
NR> EmailCustomer added email.
NR> admin (Admin OTRS) 09/28/2004 11:20:32
NR> SendAutoReply Sent auto response to 'Michael
Hi Philippa, if possible, just send one topic in one email to the list. Thanks for your help! Strange, PJ (Philippa) wrote:
Our OTRS helpdesk has been live for 1 week now and has splendidly handled over 3200 tickets plus a few hundred I deleted form the database (eagerly waiting for the bulk facility!)
Can anyone answer the following:
1/ occasionally ie not regularly enough to form a consistent pattern, tickets will reopen themselves! In the ticket history you can see the ticket being closed and then marked as open again. Why does this happen?
Take a look into the ticket history and you will see why the ticket is reopend (maybe a customer followup).
2/ is there a way to remove queues from the custom/personal queue box in preferences. I set a queue to receive notifications from and now I don't want them but it seems I have to have something in there now!! Is there a way around this?
To deselect the queues in agent preferences press "Strg" and click on the queue to deselect.
3/ there appears to have been a mail loop problem and there was a situation where tickets were bouncing back and forth to a particular user. The only auto-response set is on new tickets so I'm not sure why this happened. What I want to know is, is there a way to suspend OTRS or at least the mail handling in order to delete the looping mail?
You just can delete tickets via the generic agent (admin interface) based on subject/body/from/... matching.
Thanks guys and keep up the good work.
Philippa Strange
Martin Edenhofer
participants (3)
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Martin Edenhofer -
N.R. -
Strange, PJ (Philippa)