Ticket locked by Admin OTRS

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peter12
OTRS newbie
Posts: 11
Joined: 08 May 2009, 13:38
OTRS Version?: 3.0.11

Ticket locked by Admin OTRS

Post by peter12 »

Sometimes when a new ticket is created, it will be automatically locked by "root@localhost(Admin OTRS)". Nobody can see and handle the ticket until the ticket owner will be changed manually.
I know that "root@localhost(Admin OTRS)" is a default owner of all new tickets, but in our case is really locked, so that it is not visible in the queue and only can be found using search functionality (by ticket owner).
Is this a known issue?
OTRS version: 3.0.11
OS: Windows Server 2008 R2
Web server: Apache2
DB: SQL Server 2008 R2 SP1

ferrosti
OTRS ninja
Posts: 723
Joined: 10 Oct 2007, 14:30
OTRS Version?: 3.0
Location: Hamburg, Germany

Re: Ticket locked by Admin OTRS

Post by ferrosti »

Since this only happens sometimes it would be good to know
a) the version you are using, please update your signature!
b) the complete history of the ticket
c) in case a filter was used for import, its configuration
openSuSE on ESX
IT-Helpdesk: OTRS 3.0
Customer Service: OTRS 3.0 (upgraded from 2.3)
Customer Service (subsidiary): OTRS 3.0
+additional test and development systems

peter12
OTRS newbie
Posts: 11
Joined: 08 May 2009, 13:38
OTRS Version?: 3.0.11

Re: Ticket locked by Admin OTRS

Post by peter12 »

a) OTRS version: 3.0.11
b) The ticket history only contains two lines: the customer's email and an auto-reply from OTRS system.
c) We are not using any filters.
OTRS version: 3.0.11
OS: Windows Server 2008 R2
Web server: Apache2
DB: SQL Server 2008 R2 SP1

ferrosti
OTRS ninja
Posts: 723
Joined: 10 Oct 2007, 14:30
OTRS Version?: 3.0
Location: Hamburg, Germany

Re: Ticket locked by Admin OTRS

Post by ferrosti »

Every lock is written to a ticket´s history. There must be some other reason why you cannot find the ticket. Or you have mistakenly picked another ticket where this misbehavior did not appear.
openSuSE on ESX
IT-Helpdesk: OTRS 3.0
Customer Service: OTRS 3.0 (upgraded from 2.3)
Customer Service (subsidiary): OTRS 3.0
+additional test and development systems

peter12
OTRS newbie
Posts: 11
Joined: 08 May 2009, 13:38
OTRS Version?: 3.0.11

Re: Ticket locked by Admin OTRS

Post by peter12 »

We had today again the same issue. The ticket history looks like this (see screenshot attached).
There is a "Lock" action happened on 02/01/2012, but there is no related "OwnerUpdate" action to the same date and time.
The next "OwnerUpdate" action happened on 02/14/2012 and this was a manual owner update.

If I understand correctly, in normal situation a ticket history should look similar to this:

NewTicket.............New Ticket [...] created (Q=System;P=3 normal;S=new)..... admin (Admin OTRS) 02/05/2012 17:20:02
CustomerUpdate......Updated:........................................................... admin (Admin OTRS) 02/05/2012 17:20:03
EmailCustomer........Added email....................................................... admin (Admin OTRS) 02/05/2012 17:20:03
SendAutoReply........AutoReply sent to................................................. admin (Admin OTRS) 02/05/2012 17:20:04
*********************** Agent locks ticket manually ***********************
Lock................... Locked ticket......................................................<otrs agent> 02/06/2012 11:00:38
Misc....................Reset of unlock time..............................................<otrs agent> 02/06/2012 11:00:38
OwnerUpdate..........New owner is <otrs agent>.......................................<otrs agent> 02/06/2012 11:00:38
...

The issue is critical.
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OTRS version: 3.0.11
OS: Windows Server 2008 R2
Web server: Apache2
DB: SQL Server 2008 R2 SP1

jojo
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Re: Ticket locked by Admin OTRS

Post by jojo »

Did you change any code? What kind of changes in sysconfig were done?

It it is critical the forum is not the correct place for support
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peter12
OTRS newbie
Posts: 11
Joined: 08 May 2009, 13:38
OTRS Version?: 3.0.11

Re: Ticket locked by Admin OTRS

Post by peter12 »

No code was changed.
Sysconfig has been modified, but the changes are the same what everybody doing - SMTP and POP3 configuration, system FQDN and so on. Nothing special.

This seems to be a bug in OTRS. Am I the first one who reported the issue?
How can I report a bug?
OTRS version: 3.0.11
OS: Windows Server 2008 R2
Web server: Apache2
DB: SQL Server 2008 R2 SP1

jojo
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Joined: 26 Jan 2007, 14:50
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Re: Ticket locked by Admin OTRS

Post by jojo »

for me this is working perfectly. How the lock, which is not changing the owner was done?
"Production": OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master

Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com :: Share your ideas

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