Upgraded from 5.0.12 to 5.0.17 on July 10, following the upgrade procedures online. Up until a few days ago, everything was fine, but now all email tickets are closed and deleted. Updated to 5.0.21, and am still unable to convert collected emails to new tickets.
In Core::Postmaster, the PostmasterDefaultState and PostMasterFollowupState options show "closed - deleted", with defaults showing as "new" or "open", respectively. When I click the "reset" button, it sets the fields to "Closed - Deleted" rather than the default shown below the text boxes.
If I set the "Closed - Deleted" state to invalid,
the fields then show "Closed - Redundant", which is the next item in the list of states:
Any help would be appreciated.
From Kernel/Config/Files/Ticket.xml:
Code: Select all
<ConfigItem Name="PostmasterDefaultState" Required="1" Valid="1">
<Description Translatable="1">Defines the default state of new tickets.</Description>
<Group>Ticket</Group>
<SubGroup>Core::PostMaster</SubGroup>
<ValidateModule>Kernel::System::SysConfig::StateValidate</ValidateModule>
<Setting>
<String Regex="">new</String>
</Setting>
</ConfigItem>
<ConfigItem Name="PostmasterFollowUpState" Required="1" Valid="1">
<Description Translatable="1">Defines the state of a ticket if it gets a follow-up.</Description>
<Group>Ticket</Group>
<SubGroup>Core::PostMaster</SubGroup>
<ValidateModule>Kernel::System::SysConfig::StateValidate</ValidateModule>
<Setting>
<String Regex="">open</String>
</Setting>
</ConfigItem>
Edit:
By setting invalid all of the states above "Open", then resetting PostmasterFollowupState, it sets to 'open'. Setting "New" to valid, and resetting PostmasterDefaultState, it sets to 'new'. Emails are now converted to tickets.