Issue with closed tickets

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How to show dynamic fields in UI...

Jean BROW

5 Feb 2013 5 Feb '13

7:13 p.m.

I find a lot of ticket in OTRS that are closed, and cannot understand why. This is what I see: E-mail from customer Autoreplay from OTRS with the ticket number State is "closed successful" and the "owner" is always the same person. Anyone have an idea why this happen?

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Gerald Young

5 Feb 5 Feb

7:39 p.m.

what does the ticket history say? On Tue, Feb 5, 2013 at 2:13 PM, Jean BROW wrote:

...

I find a lot of ticket in OTRS that are closed, and cannot understand why.

This is what I see:

E-mail from customer Autoreplay from OTRS with the ticket number

State is "closed successful" and the "owner" is always the same person.

Anyone have an idea why this happen?

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Jean BROW

6 Feb 6 Feb

8:17 p.m.

Ticket history say the following: ActionCommentZoomUserCreatetime NewTicket New Ticket [2012122010000238] created (Q=UKsupport;P=3 normal;S=new). - root@localhost (Admin OTRS) 20/12/2012 13:20:07 CustomerUpdate Updated: CustomerID=jhderdf_343@hotmail.com ;CustomerUser=jhderdf_343@hotmail.com; - root@localhost (Admin OTRS) 20/12/2012 13:20:07 EmailCustomer Added email. Zoom view root@localhost (Admin OTRS) 20/12/2012 13:20:08 SendAutoReply AutoReply sent to ""jhderdf_343@hotmail.com" < jhderdf_343@hotmail.com>". Zoom view root@localhost (Admin OTRS) 20/12/2012 13:20:08 Lock Locked ticket. - john (John Adams) 27/12/2012 12:59:10 Misc Reset of unlock time. - john (John Adams) 27/12/2012 12:59:10 OwnerUpdate New owner is "john" (ID=4). - john (John Adams) 27/12/2012 12:59:10 StateUpdate Old: "new" New: "closed successful" - john (John Adams) 27/12/2012 12:59:15 Unlock Unlocked ticket. - john (John Adams) 27/12/2012 12:59:15 Usually if an agent press "close" he need (its required) to write an reason, and you will see an "closed" article at the ticket. Here I do not see any "closed" article. Any idea why this happen? 2013/2/5 Gerald Young

...

what does the ticket history say?

On Tue, Feb 5, 2013 at 2:13 PM, Jean BROW wrote:

...
I find a lot of ticket in OTRS that are closed, and cannot understand why.

This is what I see:

E-mail from customer Autoreplay from OTRS with the ticket number

State is "closed successful" and the "owner" is always the same person.

Anyone have an idea why this happen?

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Gerald Young

8:21 p.m.

Generic agent? On Wed, Feb 6, 2013 at 3:17 PM, Jean BROW wrote:

...

Ticket history say the following:

ActionCommentZoomUserCreatetime NewTicket New Ticket [2012122010000238] created (Q=UKsupport;P=3 normal;S=new). - root@localhost (Admin OTRS) 20/12/2012 13:20:07 CustomerUpdate Updated: CustomerID=jhderdf_343@hotmail.com ;CustomerUser=jhderdf_343@hotmail.com; - root@localhost (Admin OTRS) 20/12/2012 13:20:07 EmailCustomer Added email. Zoom view root@localhost (Admin OTRS) 20/12/2012 13:20:08 SendAutoReply AutoReply sent to ""jhderdf_343@hotmail.com" < jhderdf_343@hotmail.com>". Zoom view root@localhost (Admin OTRS) 20/12/2012 13:20:08 Lock Locked ticket. - john (John Adams) 27/12/2012 12:59:10 Misc Reset of unlock time. - john (John Adams) 27/12/2012 12:59:10 OwnerUpdate New owner is "john" (ID=4). - john (John Adams) 27/12/2012 12:59:10 StateUpdate Old: "new" New: "closed successful" - john (John Adams) 27/12/2012 12:59:15 Unlock Unlocked ticket. - john (John Adams) 27/12/2012 12:59:15

Usually if an agent press "close" he need (its required) to write an reason, and you will see an "closed" article at the ticket. Here I do not see any "closed" article. Any idea why this happen?

2013/2/5 Gerald Young

...
what does the ticket history say?

On Tue, Feb 5, 2013 at 2:13 PM, Jean BROW wrote:

...
I find a lot of ticket in OTRS that are closed, and cannot understand why.

This is what I see:

E-mail from customer Autoreplay from OTRS with the ticket number

State is "closed successful" and the "owner" is always the same person.

Anyone have an idea why this happen?

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Jean BROW

8:35 p.m.

Nope, I don't have any automated jobs with Generic agent. 2013/2/6 Gerald Young

...

Generic agent?

On Wed, Feb 6, 2013 at 3:17 PM, Jean BROW wrote:

...
Ticket history say the following:

ActionCommentZoom UserCreatetime NewTicket New Ticket [2012122010000238] created (Q=UKsupport;P=3 normal;S=new). - root@localhost (Admin OTRS) 20/12/2012 13:20:07 CustomerUpdate Updated: CustomerID=jhderdf_343@hotmail.com ;CustomerUser=jhderdf_343@hotmail.com; - root@localhost (Admin OTRS) 20/12/2012 13:20:07 EmailCustomer Added email. Zoom view root@localhost (Admin OTRS) 20/12/2012 13:20:08 SendAutoReply AutoReply sent to "" jhderdf_343@hotmail.com" ". Zoom view root@localhost (Admin OTRS) 20/12/2012 13:20:08 Lock Locked ticket. - john (John Adams) 27/12/2012 12:59:10 Misc Reset of unlock time. - john (John Adams) 27/12/2012 12:59:10 OwnerUpdate New owner is "john" (ID=4). - john (John Adams) 27/12/2012 12:59:10 StateUpdate Old: "new" New: "closed successful" - john (John Adams) 27/12/2012 12:59:15 Unlock Unlocked ticket. - john (John Adams) 27/12/2012 12:59:15

Usually if an agent press "close" he need (its required) to write an reason, and you will see an "closed" article at the ticket. Here I do not see any "closed" article. Any idea why this happen?

2013/2/5 Gerald Young

...
what does the ticket history say?

On Tue, Feb 5, 2013 at 2:13 PM, Jean BROW wrote:

...
I find a lot of ticket in OTRS that are closed, and cannot understand why.

This is what I see:

E-mail from customer Autoreplay from OTRS with the ticket number

State is "closed successful" and the "owner" is always the same person.

Anyone have an idea why this happen?

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Leonardo Certuche

8:43 p.m.

What if on Ticket -> Core::PostMaster You have the variable PostmasterFollowUpState set on closed successful? On 6 February 2013 15:35, Jean BROW wrote:

...

Nope, I don't have any automated jobs with Generic agent.

2013/2/6 Gerald Young

...
Generic agent?

On Wed, Feb 6, 2013 at 3:17 PM, Jean BROW wrote:

...
Ticket history say the following:

ActionComment Zoom UserCreatetime NewTicket New Ticket [2012122010000238] created (Q=UKsupport;P=3 normal;S=new). - root@localhost (Admin OTRS) 20/12/2012 13:20:07 CustomerUpdate Updated: CustomerID=jhderdf_343@hotmail.com;CustomerUser=jhderdf_343@hotmail.com; - root@localhost (Admin OTRS) 20/12/2012 13:20:07 EmailCustomer Added email. Zoom view root@localhost (Admin OTRS) 20/12/2012 13:20:08 SendAutoReply AutoReply sent to ""jhderdf_343@hotmail.com" ". Zoom view root@localhost (Admin OTRS) 20/12/2012 13:20:08 Lock Locked ticket. - john (John Adams) 27/12/2012 12:59:10 Misc Reset of unlock time. - john (John Adams) 27/12/2012 12:59:10 OwnerUpdate New owner is "john" (ID=4). - john (John Adams) 27/12/2012 12:59:10 StateUpdate Old: "new" New: "closed successful" - john (John Adams) 27/12/2012 12:59:15 Unlock Unlocked ticket. - john (John Adams) 27/12/2012 12:59:15

Usually if an agent press "close" he need (its required) to write an reason, and you will see an "closed" article at the ticket. Here I do not see any "closed" article. Any idea why this happen?

2013/2/5 Gerald Young

...
what does the ticket history say?

On Tue, Feb 5, 2013 at 2:13 PM, Jean BROW wrote:

...
I find a lot of ticket in OTRS that are closed, and cannot understand why.

This is what I see:

E-mail from customer Autoreplay from OTRS with the ticket number

State is "closed successful" and the "owner" is always the same person.

Anyone have an idea why this happen?

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Jean BROW

9:20 p.m.

PostmasterFollowUpState says "open" Could this be the case? 2013/2/6 Leonardo Certuche

...

What if on Ticket -> Core::PostMaster You have the variable PostmasterFollowUpState set on closed successful?

On 6 February 2013 15:35, Jean BROW wrote:

...
Nope, I don't have any automated jobs with Generic agent.

2013/2/6 Gerald Young

...
Generic agent?

On Wed, Feb 6, 2013 at 3:17 PM, Jean BROW wrote:

...
Ticket history say the following:

ActionComment Zoom UserCreatetime NewTicket New Ticket [2012122010000238] created (Q=UKsupport;P=3 normal;S=new). - root@localhost (Admin OTRS) 20/12/2012 13:20:07 CustomerUpdate Updated: CustomerID=jhderdf_343@hotmail.com;CustomerUser=jhderdf_343@hotmail.com; - root@localhost (Admin OTRS) 20/12/2012 13:20:07 EmailCustomer Added email. Zoom view root@localhost (Admin OTRS) 20/12/2012 13:20:08 SendAutoReply AutoReply sent to ""jhderdf_343@hotmail.com" ". Zoom view root@localhost (Admin OTRS) 20/12/2012 13:20:08 Lock Locked ticket. - john (John Adams) 27/12/2012 12:59:10 Misc Reset of unlock time. - john (John Adams) 27/12/2012 12:59:10 OwnerUpdate New owner is "john" (ID=4). - john (John Adams) 27/12/2012 12:59:10 StateUpdate Old: "new" New: "closed successful" - john (John Adams) 27/12/2012 12:59:15 Unlock Unlocked ticket. - john (John Adams) 27/12/2012 12:59:15

Usually if an agent press "close" he need (its required) to write an reason, and you will see an "closed" article at the ticket. Here I do not see any "closed" article. Any idea why this happen?

2013/2/5 Gerald Young

...
what does the ticket history say?

On Tue, Feb 5, 2013 at 2:13 PM, Jean BROW wrote:

...
I find a lot of ticket in OTRS that are closed, and cannot understand why.

This is what I see:

E-mail from customer Autoreplay from OTRS with the ticket number

State is "closed successful" and the "owner" is always the same person.

Anyone have an idea why this happen?

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Gerald Young

11:12 p.m.

I don't see that the history records a followup, ... this looks like there was a closure by the person. Even if this wasn't a scheduled generic agent, this still appears to have been closed, possibly in bulk, but hard to tell. On Wed, Feb 6, 2013 at 4:20 PM, Jean BROW wrote:

...

PostmasterFollowUpState says "open"

Could this be the case?

2013/2/6 Leonardo Certuche

...
What if on Ticket -> Core::PostMaster You have the variable PostmasterFollowUpState set on closed successful?

On 6 February 2013 15:35, Jean BROW wrote:

...
Nope, I don't have any automated jobs with Generic agent.

2013/2/6 Gerald Young

...
Generic agent?

On Wed, Feb 6, 2013 at 3:17 PM, Jean BROW wrote:

...
Ticket history say the following:

ActionComment Zoom UserCreatetime NewTicket New Ticket [2012122010000238] created (Q=UKsupport;P=3 normal;S=new). - root@localhost (Admin OTRS) 20/12/2012 13:20:07 CustomerUpdate Updated: CustomerID=jhderdf_343@hotmail.com;CustomerUser= jhderdf_343@hotmail.com; - root@localhost (Admin OTRS) 20/12/2012 13:20:07 EmailCustomer Added email. Zoom view root@localhost (Admin OTRS) 20/12/2012 13:20:08 SendAutoReply AutoReply sent to "" jhderdf_343@hotmail.com" ". Zoom view root@localhost (Admin OTRS) 20/12/2012 13:20:08 Lock Locked ticket. - john (John Adams) 27/12/2012 12:59:10 Misc Reset of unlock time. - john (John Adams) 27/12/2012 12:59:10 OwnerUpdate New owner is "john" (ID=4). - john (John Adams) 27/12/2012 12:59:10 StateUpdate Old: "new" New: "closed successful" - john (John Adams) 27/12/2012 12:59:15 Unlock Unlocked ticket. - john (John Adams) 27/12/2012 12:59:15

Usually if an agent press "close" he need (its required) to write an reason, and you will see an "closed" article at the ticket. Here I do not see any "closed" article. Any idea why this happen?

2013/2/5 Gerald Young

...
what does the ticket history say?

On Tue, Feb 5, 2013 at 2:13 PM, Jean BROW wrote:

> I find a lot of ticket in OTRS that are closed, and cannot > understand why. > > This is what I see: > > E-mail from customer > Autoreplay from OTRS with the ticket number > > State is "closed successful" and the "owner" is always the same > person. > > Anyone have an idea why this happen? > > > --------------------------------------------------------------------- > 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 >

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Jean BROW

11:40 p.m.

Is it possible for me to disable so agents cannot bulk close tickets? 2013/2/7 Gerald Young

...

I don't see that the history records a followup, ... this looks like there was a closure by the person. Even if this wasn't a scheduled generic agent, this still appears to have been closed, possibly in bulk, but hard to tell.

On Wed, Feb 6, 2013 at 4:20 PM, Jean BROW wrote:

...
PostmasterFollowUpState says "open"

Could this be the case?

2013/2/6 Leonardo Certuche

...
What if on Ticket -> Core::PostMaster You have the variable PostmasterFollowUpState set on closed successful?

On 6 February 2013 15:35, Jean BROW wrote:

...
Nope, I don't have any automated jobs with Generic agent.

2013/2/6 Gerald Young

...
Generic agent?

On Wed, Feb 6, 2013 at 3:17 PM, Jean BROW wrote:

...
Ticket history say the following:

ActionComment Zoom UserCreatetime NewTicket New Ticket [2012122010000238] created (Q=UKsupport;P=3 normal;S=new). - root@localhost (Admin OTRS) 20/12/2012 13:20:07 CustomerUpdate Updated: CustomerID=jhderdf_343@hotmail.com;CustomerUser= jhderdf_343@hotmail.com; - root@localhost (Admin OTRS) 20/12/2012 13:20:07 EmailCustomer Added email. Zoom view root@localhost (Admin OTRS) 20/12/2012 13:20:08 SendAutoReply AutoReply sent to "" jhderdf_343@hotmail.com" ". Zoom view root@localhost (Admin OTRS) 20/12/2012 13:20:08 Lock Locked ticket. - john (John Adams) 27/12/2012 12:59:10 Misc Reset of unlock time. - john (John Adams) 27/12/2012 12:59:10 OwnerUpdate New owner is "john" (ID=4). - john (John Adams) 27/12/2012 12:59:10 StateUpdate Old: "new" New: "closed successful" - john (John Adams) 27/12/2012 12:59:15 Unlock Unlocked ticket. - john (John Adams) 27/12/2012 12:59:15

Usually if an agent press "close" he need (its required) to write an reason, and you will see an "closed" article at the ticket. Here I do not see any "closed" article. Any idea why this happen?

2013/2/5 Gerald Young

> what does the ticket history say? > > > On Tue, Feb 5, 2013 at 2:13 PM, Jean BROW wrote: > >> I find a lot of ticket in OTRS that are closed, and cannot >> understand why. >> >> This is what I see: >> >> E-mail from customer >> Autoreplay from OTRS with the ticket number >> >> State is "closed successful" and the "owner" is always the same >> person. >> >> Anyone have an idea why this happen? >> >> >> >> --------------------------------------------------------------------- >> 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 >> > > > --------------------------------------------------------------------- > 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 >

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Steven Carr

11:45 p.m.

On 6 February 2013 23:40, Jean BROW wrote:

...

Is it possible for me to disable so agents cannot bulk close tickets?

Yes, in Sysconfig -> Ticket -> Core::TicketBulkAction -> Ticket::Frontend::BulkFeature -> No

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participants (4)

Gerald Young
Jean BROW
Leonardo Certuche
Steven Carr