Can't put the ticket in pending state in otrs6

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geri
OTRS newbie
Posts: 44
Joined: 10 Jan 2015, 11:22
OTRS Version?: 3.3.10

Can't put the ticket in pending state in otrs6

Postby geri » 18 May 2018, 16:09

For an unkown reason every tim i try to put the ticket in pending state, it stays in the previous state.
Wha am I doing wrong?

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otrsZeroCool
OTRS newbie
Posts: 31
Joined: 03 Jan 2017, 20:16
OTRS Version?: 4 and 5
Real Name: Dexter
Company: Morgan

Re: Can't put the ticket in pending state in otrs6

Postby otrsZeroCool » 18 May 2018, 16:13

hello,
have you tried to check the logs of otrs? can you screen cast a video?
do you have any plugins installed? or is it a vanile otrs?

thanks!

geri
OTRS newbie
Posts: 44
Joined: 10 Jan 2015, 11:22
OTRS Version?: 3.3.10

Re: Can't put the ticket in pending state in otrs6

Postby geri » 18 May 2018, 16:25

No plugins installed

The history shows these actions for that article

Changed pending time to "2018-05-19 14:23". (SetPendingTime)
Added note (Pending). (AddNote)
Reset of unlock time. (Misc)


But no Changed state fro

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otrsZeroCool
OTRS newbie
Posts: 31
Joined: 03 Jan 2017, 20:16
OTRS Version?: 4 and 5
Real Name: Dexter
Company: Morgan

Re: Can't put the ticket in pending state in otrs6

Postby otrsZeroCool » 18 May 2018, 17:50

at this point i would recommend 2 things (i followed this recomendation from people who support this forum)
1) install otrs somewhere else - some stable version 5 or 6 and try to replicate
2) if this still a problem - i would screen cast it and try to contact otrs vendor or znuny support (for example) - most probably you have found some bug
(but i can not replicate it)

geri
OTRS newbie
Posts: 44
Joined: 10 Jan 2015, 11:22
OTRS Version?: 3.3.10

Re: Can't put the ticket in pending state in otrs6

Postby geri » 22 May 2018, 12:00

Thank you it seems it is related to an ACL.

Funny since the ACL intent was to filer the availble next states after pending state.
All other very similar ACL's works as expected.


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