Closed tickets in My Locked Tickets

[rvwmgk]

I have 96 tickets in My Locked Tickets:
index.pl?Action=AgentTicketLockedView

Of those 96 tickets 19 are "closed with success", 3 are "new", and 71 are "open".

Wait... Getting calculator... Yes, 19 + 3 + 71 = 96 !

But why are there closed tickets in My Locked Tickets? Normally this should not happen.

I Googled it and found 2 interesting threads but no answer to my question:
http://lists.otrs.org/pipermail/otrs/20 ... 28402.html
viewtopic.php?t=29046

We do not have process tickets nor Process Automation.

[crythias]

Because customers who set next state closed in Web interface do not unlock the ticket. This is so agents can know to do post close notation if necessary.

[rvwmgk]

But we do not have customers.

We use http://www.otrs.local only accessible for us on the LAN.

No customer has access to the system.

[crythias]

Nonetheless, whether auto closed or Generic Agent or what have you, check the history of the ticket for how it was closed and it should give you a hint as to why it was not unlocked at time of close. And just use GA to find all closed tickets and unlock them.

[rvwmgk]

Thanks, crythias!

I did that.

All 19 tickets have a similar History:

SendAnswer Email sent to "xxxx.xxxxxxxx.xxx@gmail.com". Zoom view Agent Name 29/04/2015 12:33:01
Misc Reset of unlock time. - Agent Name 29/04/2015 12:33:01
StateUpdate Old: "new" New: "closed with success" Zoom view Agent Name 29/04/2015 12:33:01
Unlock Unlocked ticket. - Agent Name 29/04/2015 12:33:01
Misc ResponseTemplate (153/487515/487595) - Agent Name 29/04/2015 12:33:01
Lock Locked ticket. - Agent Name 29/04/2015 12:33:05
Misc Reset of unlock time. - Agent Name 29/04/2015 12:33:05

SendAnswer Email sent to "xxxxxxxxxxxx.xxxx@gmail.com". Zoom view Agent Name 30/04/2015 11:31:09
Misc Reset of unlock time. - Agent Name 30/04/2015 11:31:09
StateUpdate Old: "new" New: "closed with success" Zoom view Agent Name 30/04/2015 11:31:09
Unlock Unlocked ticket. - Agent Name 30/04/2015 11:31:09
Misc ResponseTemplate (185/487699/487785) - Agent Name 30/04/2015 11:31:09
Lock Locked ticket. - Agent Name 30/04/2015 11:31:12
Misc Reset of unlock time. - Agent Name 30/04/2015 11:31:12

SendAnswer Email sent to "xxxx@xxxxxxxxx.com". Zoom view Agent Name 04/05/2015 17:44:55
Misc Reset of unlock time. - Agent Name 04/05/2015 17:44:55
StateUpdate Old: "open" New: "closed with success" Zoom view Agent Name 04/05/2015 17:44:56
Unlock Unlocked ticket. - Agent Name 04/05/2015 17:44:56
Misc ResponseTemplate (197/488429/488673) - Agent Name 04/05/2015 17:44:56
Lock Locked ticket. - Agent Name 04/05/2015 17:44:59
Misc Reset of unlock time. - Agent Name 04/05/2015 17:44:59

SendAnswer Email sent to "x.xxxxxxxxxx@hotmail.com". Zoom view Agent Name 04/05/2015 15:09:14
Misc Reset of unlock time. - Agent Name 04/05/2015 15:09:14
StateUpdate Old: "new" New: "closed with success" Zoom view Agent Name 04/05/2015 15:09:14
Unlock Unlocked ticket. - Agent Name 04/05/2015 15:09:14
Misc ResponseTemplate (185/488415/488571) - Agent Name 04/05/2015 15:09:14
Lock Locked ticket. - Agent Name 04/05/2015 15:09:18
Misc Reset of unlock time. - Agent Name 04/05/2015 15:09:18

This is what I do:

1. I use a template to Reply
2. I set the ticket to Closed With Success
3. I send the email.

Nothing more...

[rvwmgk]

There is a fix in this thread:
http://lists.otrs.org/pipermail/otrs/20 ... 28402.html

This is what they suggested:
We had the same problem and we solved it with a generic agent job that unlocked all closed tickets.

This will do the trick, sure, but this is not supposed to happen, is it?

Is this a bug? Known issue? Don't tell me it's a feature!?

[rvwmgk]

This matter is still unresolved............

Could someone help me?

I have several tickets with status closed with success in My Locked Tickets:
http://www.example.com/otrs/index.pl?Ac ... LockedView

Any idea why they are there?

In the ticket History I cannot find anything out of the ordinary.

[jojo]

as the history states the user locked it by an action which requires lock. Just unlock them and you are fine.

[rvwmgk]

But why do I have 2 closed tickets in My Locked Tickets when I close 10 or 20 tickets a day more or less the same way?

Why only those 2?

This doesn't make sense to me.

[crythias]

We don't know, either, but it's related to your situation and those 2 tickets' history.

[rvwmgk]

So this is a bug in OTRS?

[EXG133]

So this is a bug in OTRS?

Most probably not. I've had a few times where users complained about this. All occasions that I investigated this happened because:
1) close a ticket
2) look at it again after it's closed
3) click somewhere that locks a ticket, like reply on an article or AgentTicketPriority
4) close the popup with the red cross icon instead of clicking on 'cancel and close window'

Especially because you're seeing an Agents name and not OTRS Admin as the one who locks it.

[rvwmgk]

In ticket history there is only agent name (no Admin OTRS at all):

NewTicket - New Ticket [5003811] created (Q=2 DVD;P=3 normal;S=open). - 24/07/2015 12:32:57
PhoneCallCustomer - Customer called us. - 24/07/2015 12:32:57
SendAutoReply - AutoReply sent to "client@example.com". - 24/07/2015 12:32:57
OwnerUpdate - New owner is "rvw" (ID=17). - 24/07/2015 12:32:58
TicketDynamicFieldUpdate - Updated: FieldName=Username;Value=ABC-123;OldValue=; - 24/07/2015 12:33:24
Lock - Locked ticket. - 24/07/2015 12:33:43
Misc - Reset of unlock time. - 24/07/2015 12:33:43
SendAnswer - Email sent to "client@example.com". - 24/07/2015 12:34:18
Misc - Reset of unlock time. - 24/07/2015 12:34:18
StateUpdate - Old: "open" New: "closed with success" - 24/07/2015 12:34:18
Unlock - Unlocked ticket. - 24/07/2015 12:34:18
Misc - ResponseTemplate (45/508159/508163) - 24/07/2015 12:34:18
Lock - Locked ticket. - 24/07/2015 12:34:22
Misc - Reset of unlock time. - 24/07/2015 12:34:22


---> Why is it unlocked and then locked after 4 seconds (after using template ID 45)?

Am I missing something?

[EXG133]

To compare here's what I get in the history when using a Response Template:

SendAnswer Email sent to "mail". agentname 04/08/2015 11:17:32
Misc Reset of unlock time. - agentname 04/08/2015 11:17:32
StateUpdate Old: "Open" New: "Closed successfully" agentname 04/08/2015 11:17:32
Unlock Unlocked ticket. - agentname 04/08/2015 11:17:32
Misc ResponseTemplate (1/4663/5361) - agentname 04/08/2015 11:17:32

That's all that should happen. You can see in your logs that the part of sending the mail are all at x:18 while the unlock is at x:22

Perhaps check your Generic Agent to see if you have any 'on event' stuff going on that might lock a ticket. I'm not sure if that would show up as 'OTRS admin' or as the currently logged on user in the history.

[rvwmgk]

Thanks for your reply!

No Generic Agent.

(Only one Generic Agent to delete junk email after 60 days.)

Strange...