we are running an instance of OTRS 5.0.6 and our users are complaining about a lot of weird behavior in the past few weeks.
As sysadmin i'm having a really hard time making sense of all the issues. They are as follows:
- Tickets that arrive in a specific queue get assigned to seemingly unrelated agents (is there such a thing as a relation between agents and queues?)
- Some agents aren't getting notification emails
- Some agents are getting notification emails for some of the queues they have set up to get notifications for, but not for all.
- One agent cannnot see her assigned tickets through the Padlock-symbol thing in the upper left corner
The only error that appears in the otrs log is the following, it has been there since the update to version 5 but since everything seemed to be in working order and there didn't appear to be a simple solution, we decided not to look into it any further:
There was an error executing Execute() in Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch: [Wed Mar 28 16:30:02 2018] otrs.Daemon.pl: using SSL support of Net::POP3 3.05 instead of SSLGlue at /home/otrs5.0.6/Kernel/cpan-lib/Net/SSLGlue/POP3.pm line 12.
I was thinking that maybe an upgrade to OTRS 6 would fix those issues, what do you think?