Maybe I did not explain as well as I beleive. There have been some exchanges between the customer and the agent but since every time you close the ticket is reopenedwithin any new mail. Below all records in the table "article" for this ticket ticket_id article_type_id article_sender_type_id a_from a_reply_to a_to a_cc a_subject 54539 1 3 customer_address agent_address [INTERNET]demande 54539 1 2 agent_address customer_address [#2016030210000899] RE: [INTERNET] Demande d'ord [...] 54539 1 1 agent_address customer_address Re: [#2016030210000899] [INTERNET]demande 54539 1 3 customer_address agent_address [INTERNET] Re: [1#2016030210000899] demande 54539 1 1 agent_address customer_address Re: [#2016030210000899] [INTERNET] Re: demande 54539 9 1 agent_address Fermer 54539 9 1 agent_address Fermer 54539 9 1 agent_address Fermer 54539 9 1 agent_address Fermer 54539 9 1 agent_address Fermer 54539 9 1 agent_address Fermer 54539 9 1 agent_address Fermer 54539 9 1 agent_address Fermer 54539 9 1 agent_address Fermer 54539 1 1 agent_address customer_address Re: [#2016030210000899] [INTERNET] Re: demande 54539 1 1 agent_address customer_address Re: [#2016030210000899] [INTERNET] Re: demande 54539 1 1 agent_address customer_address Re: [#2016030210000899] [INTERNET] Re: demande 54539 9 1 agent_address Fermer 54539 9 1 agent_address Fermer 54539 9 1 agent_address Fermer 54539 9 1 agent_address Fermer 54539 9 1 agent_address Fermer 54539 9 1 agent_address Fermer 54539 9 1 agent_address Fermer 54539 9 1 agent_address Fermer 54539 1 1 agent_address customer_address Re: [#2016030210000899] [INTERNET] Re: demande 54539 9 1 agent_address Fermer 54539 9 1 agent_address Fermer 54539 9 1 agent_address Fermer 54539 9 1 agent_address Fermer 54539 9 1 agent_address Fermer 54539 9 1 agent_address Fermer 54539 9 1 agent_address Fermer 54539 9 1 agent_address Fermer 54539 9 1 agent_address Fermer 54539 9 1 agent_address Fermer 54539 9 1 agent_address Fermer 54539 9 1 agent_address Fermer 54539 9 1 agent_address Fermer 54539 9 1 agent_address Fermer 54539 9 1 agent_address Fermer 54539 9 1 agent_address Fermer 54539 9 1 agent_address Fermer 54539 9 1 agent_address Fermer 54539 9 1 agent_address Fermer 54539 9 1 agent_address Fermer 54539 9 1 agent_address Fermer 54539 9 1 agent_address Fermer 54539 9 1 agent_address Fermer 54539 9 1 agent_address Fermer 54539 9 1 agent_address Fermer 54539 9 1 agent_address Fermer 54539 9 1 agent_address Fermer 54539 9 1 agent_address Fermer 54539 9 1 agent_address Fermer 54539 9 1 agent_address Fermer 54539 9 1 agent_address Fermer -------- Message original -------- *Sujet: *[INTERNET] Re: [otrs] Ticket re-opened by system *De : *Sujeeva Tissaarachchi *Pour : *User questions and discussions about OTRS. , pref-otrs@haute-garonne.gouv.fr *Date : *28/04/2016 09:39

There may be an email generated to OTRS with the same ticket number in subject. I think its possible to disable this feature in SysConfig Best Regards, Sujeeva Tissaarachchi

------------------------------------------------------------------------ *From:* claude *To:* User questions and discussions about OTRS. *Sent:* Thursday, 28 April 2016, 12:30 *Subject:* [otrs] Ticket re-opened by system

Hi,

For one ticket, every night it's re-open by system. I close it and then the next night, I have this lines are in history :

Lock Ticket verrouillé. - root@localhost mailto:root@localhost (Administrateur princ[..]) 26.04.2016 00:10:04 Misc Reset of unlock time. - root@localhost mailto:root@localhost (Administrateur princ[..]) 26.04.2016 00:10:04 StateUpdate Avant : "closed successful" Après : "open" - root@localhost mailto:root@localhost (Administrateur princ[..]) 26.04.2016 00:10:04

I do not know where to look If someone had an idea ?

Thanks and regards

Claude

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