Hi OTRS community, 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. 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. Hope someone can help. TIA. Kind regards, Mladen Acinger Head of IT Services E: acinger@iss.nl T: +31 (0)70 4260407 Institute of Social Studies P.O. Box 29776 2502 LT The Hague The Netherlands Please refer to: http://www.iss.nl/content/view/full/2873 for ISS’ email disclaimer.
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.
participants (2)
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Mladen Acinger -
Nils Breunese (Lemonbit)