How to diagnose tickets closing automatically

[knmatch]

Hi,

When a ticket is submitted by the customer, it gets closed automatically. Here is the message in System Log through the Admin console:

Wed Aug 17 13:58:32 2011 notice OTRS-CGI-10 New Ticket [201108171023/SEME Request: (] created (TicketID=59,Queue=SEM Estimate Request,Priority=3 normal,State=Closed - Report Delivered)

Is there a way I can try to diagnose what is happening? Any clues what could have been accidentally turned on?

I'm running on CentOS 5.5, Apache 2.2.3, and MySQL 5.0.7.

Thanks.

[knmatch]

Hi,

I found that Ticket::Frontend::CustomerTicketMessage###StateDefault is set to "Closed".

When I try to "reset" through the SysConfig interface, the change is not taking.

Any clues?

[crythias]

if it won't change, there is a possibility it's in Config.pm

[MichaelR]

Heh, who sets the default state to closed...

[knmatch]

Seems like a bug. I was changing the label for the Ticket States, and OTRS seems to have reordered the list where "Closed" became the first value in the list. I fixed it by adding a line to the SysConfig. Otherwise, it's still not ordering properly.