[Solved] Tickets are closing as they reach queue

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danderson
OTRS newbie
Posts: 6
Joined: 23 Jul 2019, 23:09
OTRS Version?: 5.0.17

[Solved] Tickets are closing as they reach queue

Post by danderson » 13 Aug 2019, 00:36

We are running 5.0.17

This morning we have noticed that all tickets that are sent to our queue are automatically closing.

- This occurs if anyone submits an email ticket.

- If I create an email ticket from within the OTRS web interface the state automatically selected on the new ticket form is "Completed"

- Recently we have noticed that when we select and "Answer" from our ticket reply drop down the ticket state selected automatically defaults to "Completed"

- If a client replies to their ticket via email, then once we receive the response OTRS sets the ticket to "Completed"

We haven't made any changes to the system and this behavior is sudden and unexpected.

What could be causing this? Where could I start looking?
Last edited by danderson on 14 Aug 2019, 01:01, edited 1 time in total.

root
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Re: Tickets are closing as they reach queue

Post by root » 13 Aug 2019, 07:12

Hi,

Check your postmaster filters and generic agents. Usually, you see from the history which users closed a ticket. If there no name or it's root@localhost it one of them.

- Roy
OTRS 5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Do you need professional services for the ((OTRS)) Community Edition? Check out https://www.znuny.com/

danderson
OTRS newbie
Posts: 6
Joined: 23 Jul 2019, 23:09
OTRS Version?: 5.0.17

Re: Tickets are closing as they reach queue

Post by danderson » 13 Aug 2019, 18:18

root wrote:
13 Aug 2019, 07:12
Hi,

Check your postmaster filters and generic agents. Usually, you see from the history which users closed a ticket. If there no name or it's root@localhost it one of them.

- Roy
Thank you for the follow up.

I checked and we do not currently have any generic agents that are active. None of our postmaster filters seem to target this either.

I made a brand new ticket to get fresh history and found the following.
newticket.png
It would appear the very first action for new tickets right now is that they are set to our Raw queue, Priority 3, and the State of Completed rather than "New".

Where would I look to change this default state?
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root
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Joined: 18 Dec 2007, 12:23
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Re: Tickets are closing as they reach queue

Post by root » 13 Aug 2019, 20:05

Hi,

Check the SysConfig PostmasterDefaultState and set it to default if possible ;-)

- Roy
OTRS 5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Do you need professional services for the ((OTRS)) Community Edition? Check out https://www.znuny.com/

danderson
OTRS newbie
Posts: 6
Joined: 23 Jul 2019, 23:09
OTRS Version?: 5.0.17

Re: Tickets are closing as they reach queue

Post by danderson » 14 Aug 2019, 00:59

That was it.

I did some searching and with the directories found in this section

https://doc.otrs.com/doc/manual/admin/5 ... tings.html

I was able to locate where the default states had, for some reason, been set to completed. I then was able to change them to other states. This resolved the issue.

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