Greetings, I'm a little confused by something I've just noticed in my OTRS installation. I've a ticket 15 days old that has 9 updates, including phone-inbound, phone-outbound, customer email-external, and agent email-external. Despite all of this activity, the ticket state shows "new" under the Ticket information window. This is most certainly not a new ticket by any definition of "new", so why does OTRS think that it's a new ticket? My install is v3.3.3 (thought my database has been updated repeatedly since ~1.5 or so). Is it possible that there's an agent which isn't running? A configuration error that snuck in somewhere in the version upgrades over the years? Thanks in advance, -- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information& 30 day free trial at - - http://www.valnet.net/services/valnet-vault - -----------------------------------------------
Ticket::Frontend::AgentTicketCompose###StateDefault
Default value: open
Defines the default next state of a ticket if it is composed / answered in
the ticket compose screen of the agent interface.
On Sun, Dec 15, 2013 at 4:05 AM, Nick Bright
Greetings,
I'm a little confused by something I've just noticed in my OTRS installation.
I've a ticket 15 days old that has 9 updates, including phone-inbound, phone-outbound, customer email-external, and agent email-external.
Despite all of this activity, the ticket state shows "new" under the Ticket information window.
This is most certainly not a new ticket by any definition of "new", so why does OTRS think that it's a new ticket?
My install is v3.3.3 (thought my database has been updated repeatedly since ~1.5 or so).
Is it possible that there's an agent which isn't running? A configuration error that snuck in somewhere in the version upgrades over the years?
Thanks in advance,
-- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information& 30 day free trial at - - http://www.valnet.net/services/valnet-vault - -----------------------------------------------
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On 12/15/2013 9:54 AM, Gerald Young wrote:
Ticket::Frontend::AgentTicketCompose###StateDefault
Default value: open
Defines the default next state of a ticket if it is composed / answered in the ticket compose screen of the agent interface. Thanks Gerald.
I did find that value was set for "new", however when I try to change it in the SysConfig to "open", then click "update" the page reloads, and the box still says "new". Clicking the "reset to default" also doesn't work. By "doesn't work" I mean that the browser works for a bit, the page reloads, and the value of Ticket::Frontend::AgentTicketCompose###StateDefault has not changed. -- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - -----------------------------------------------
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nick Bright Sent: Monday, December 16, 2013 1:28 PM
On 12/15/2013 9:54 AM, Gerald Young wrote:
Ticket::Frontend::AgentTicketCompose###StateDefault
Default value: open
Defines the default next state of a ticket if it is composed / answered in the ticket compose screen of the agent interface. Thanks Gerald.
I did find that value was set for "new", however when I try to change it in the SysConfig to "open", then click "update" the page reloads, and the box still says "new". Clicking the "reset to default" also doesn't work.
By "doesn't work" I mean that the browser works for a bit, the page reloads, and the value of Ticket::Frontend::AgentTicketCompose###StateDefault has not changed.
Last I experienced this, it was due to incorrect file permissions. If you need an immediate correction edit the file directly.
On 12/16/2013 1:40 PM, LQ Marshall wrote:
Last I experienced this, it was due to incorrect file permissions. If you need an immediate correction edit the file directly. Which file is it?
-- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - -----------------------------------------------
ZZZAuto.pm and ZZZAAuto.pm
On Mon, Dec 16, 2013 at 2:43 PM, Nick Bright
On 12/16/2013 1:40 PM, LQ Marshall wrote:
Last I experienced this, it was due to incorrect file permissions. If you need an immediate correction edit the file directly.
Which file is it?
-- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - -----------------------------------------------
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Hi, Set for each activity, for example: Frontend::Agent::Ticket::ViewNote Ticket::Frontend::AgentTicketNote###StateType possible states: only open, pending, close delete state new for me works fine, Kind Regards Emilia -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nick Bright Sent: Sunday, December 15, 2013 10:06 AM To: otrs@otrs.org Subject: [otrs] Ticket state:new even with many updates Greetings, I'm a little confused by something I've just noticed in my OTRS installation. I've a ticket 15 days old that has 9 updates, including phone-inbound, phone-outbound, customer email-external, and agent email-external. Despite all of this activity, the ticket state shows "new" under the Ticket information window. This is most certainly not a new ticket by any definition of "new", so why does OTRS think that it's a new ticket? My install is v3.3.3 (thought my database has been updated repeatedly since ~1.5 or so). Is it possible that there's an agent which isn't running? A configuration error that snuck in somewhere in the version upgrades over the years? Thanks in advance, -- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information& 30 day free trial at - - http://www.valnet.net/services/valnet-vault - ----------------------------------------------- --------------------------------------------------------------------- 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
participants (4)
-
Emilia Starzak -
Gerald Young -
LQ Marshall -
Nick Bright