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?
[Solved] Tickets are closing as they reach queue
Moderator: crythias
[Solved] Tickets are closing as they reach queue
Last edited by danderson on 14 Aug 2019, 01:01, edited 1 time in total.
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root
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Re: Tickets are closing as they reach queue
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
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
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Re: Tickets are closing as they reach queue
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.
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
- Administrator
- Posts: 3963
- Joined: 18 Dec 2007, 12:23
- Znuny Version: Znuny and Znuny LTS
- Real Name: Roy Kaldung
- Company: Znuny
- Contact:
Re: Tickets are closing as they reach queue
Hi,
Check the SysConfig PostmasterDefaultState and set it to default if possible
- Roy
Check the SysConfig PostmasterDefaultState and set it to default if possible
- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Re: Tickets are closing as they reach queue
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.
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.