Solved: Auto Close not closing

[RBehr]

Some (not all) tickets, set to Pending Auto Close, are not closing. Instead, their state remains "Pending Auto Close" and their "pending until" time goes negative. The ticket behaves in a manner expected of a ticket reaching the end of a standard pending state.

What should I be looking for as they cause of this?

[jojo]

is the cronjob running?

[RBehr]

Which cron job? The fact that this occurs intermittently makes me think it is, but I can check. Is this one of the GenericAgent cron jobs?

[jojo]

it is the one executing otrs.PendingJobs.pl (which runs every 2 hours per default)

[RBehr]

Yup, that's running. 45 minutes past the hour every two hours. Full entry is:

Code: Select all

$HOME/bin/otrs.PendingJobs.pl >> /dev/null

Any other ideas?

[jojo]

Any Log entries?

[RBehr]

Not from the cron job, obviously, since it output to /dev/null.

The OTRS log has no noticeable entries for errors. It does indicate processing pending jobs at the correct times. An example would be:

Code: Select all

Wed Dec 14 14:45:02 2011	notice	OTRS-otrs.PendingJobs.pl-10	Sent agent 'PendingReminder' notification to 'paul.derby@impact-europe.com'.
Wed Dec 14 14:45:02 2011	notice	OTRS-otrs.PendingJobs.pl-10	Sent agent 'PendingReminder' notification to 'paul.derby@impact-europe.com'.
Wed Dec 14 14:45:02 2011	notice	OTRS-otrs.PendingJobs.pl-10	Sent agent 'PendingReminder' notification to 'paul.derby@impact-europe.com'.

One of the tickets in question should have auto closed yesterday at 12h45, however the log in the GUI does not go back that far. Is the log stored as a text file I can interrogate and, if so, where might I find it?

Thanks for the help.

[jojo]

/var/log/messages or /var/log/syslog or a logfile if set in sysconfig

[RBehr]

Thanks jojo. You've just revealed I have a 141Mb log file, which will need management at some point, but I think I have found the problem:

Locked tickets do not close automatically (is this by design?). All our queues have a lock timeout of 0, so tickets never unlock. I can change this to something that makes sense in our environment.

Thanks again for the help.

[jojo]

Locked tickets should also close

[RBehr]

Darn. Then the problem may remain. Still testing. Thank you.

[RBehr]

Okay, this is embarrassing.

I had changed the name of the state (from "pending auto+" to "Pending Auto Close (Successful)" but neglected to updated Core::Ticket::StateAfterPending.

All fine now. Thanks. Sorry.