GenericAgent doesn't find tickets that normal search does

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kevinpattison
Znuny newbie
Posts: 32
Joined: 22 Sep 2011, 16:32
Znuny Version: 5.0.16
Real Name: Kevin Pattison

GenericAgent doesn't find tickets that normal search does

Post by kevinpattison »

I'm having a problem recently where the GenericAgent is not selecting tickets that are returned in a standard search using the same criteria.

Has anyone else experienced this?

For example a very simple GenericAgent job that seaches for :
* From: *@uptimerobot.com
* Status: New

finds no tickets even though there are results when I put the same criteria into a standard search.
fcasal
Znuny wizard
Posts: 336
Joined: 21 Apr 2014, 16:14
Znuny Version: 6.0.18

Re: GenericAgent doesn't find tickets that normal search does

Post by fcasal »

If your are using the otrs 5.0.16, there was a bug that was resolved in the patch 19

Bug#7811(PR#1710) – GenericAgent Search produces inconsistent results

Here you have the notes of the patch

https://community.otrs.com/release-note ... -level-19/

Greetings
kevinpattison
Znuny newbie
Posts: 32
Joined: 22 Sep 2011, 16:32
Znuny Version: 5.0.16
Real Name: Kevin Pattison

Re: GenericAgent doesn't find tickets that normal search does

Post by kevinpattison »

Thanks, but no. Using 6.0.4.
fcasal
Znuny wizard
Posts: 336
Joined: 21 Apr 2014, 16:14
Znuny Version: 6.0.18

Re: GenericAgent doesn't find tickets that normal search does

Post by fcasal »

Ok, in the 6.0.7 corrects a problem of the generic agent filtering email:

Bug#13683 – Generic Agent Mail Filtering.

So i would try to update to last version and also to clean and rebuild the cache.
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