[SOLVED] pending auto close does not work

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hsaringer
OTRS newbie
Posts: 9
Joined: 24 Jan 2020, 12:39
OTRS Version?: 6.0.24
Real Name: Harald Saringer

[SOLVED] pending auto close does not work

Post by hsaringer »

Hi all,

I´ve got a Problem with OTRS 6.0.24 running on CentOS Linux release 7.7.1908 (Core).

Setting a ticket to pending reminder or pending auto close+ does not do anything when the pending time is reached.
I have tried to clear cache, shutdown the VM, restart the Daemon.pl and Cron.sh, change settings slightly.

It worked a few months ago and suddenly stopped working without changing anything than adding a few Agents + their roles and groups.
I am out of ideas to fix that, maybe there is something else I could check?

The summary shows following:

Code: Select all

-bash-4.2$ ./otrs.Console.pl Maint::Daemon::Summary

Gathering summary for all daemons...

  System configuration sync:
    Daemon is active.

  Tasks to be executed in future:
    There are currently no tasks to be executed in future.

  Recurrent cron tasks:
  +---------------------------------+---------------------+-------------+----------------+---------------------+
  | Name                            | Last Execution      | Last Status | Last Duration  | Next Execution      |
  +---------------------------------+---------------------+-------------+----------------+---------------------+
  | ArticleSearchIndexRebuild       | 2020-09-16 04:21:00 | Success     | < 1 Second     | 2020-09-16 04:23:00 |
  | CommunicationLogDelete          | 2020-09-16 03:00:00 | Success     | 48.0 Second(s) | 2020-09-17 03:00:00 |
  | ConfigurationDeploymentCleanup  | 2020-09-13 00:40:00 | Success     | < 1 Second     | 2020-09-20 00:40:00 |
  | CoreCacheCleanup                | 2020-09-13 00:20:00 | Success     | 12.0 Second(s) | 2020-09-20 00:20:00 |
  | EscalationCheck                 | 2020-09-16 04:20:00 | Success     | 1.0 Second(s)  | 2020-09-16 04:25:00 |
  | GenerateDashboardStats          | 2020-09-16 04:05:00 | Success     | < 1 Second     | 2020-09-16 05:05:00 |
  | GeneticInterfaceDebugLogCleanup | 2020-09-16 03:02:00 | Success     | < 1 Second     | 2020-09-17 03:02:00 |
  | LoaderCacheDelete               | 2020-09-13 00:30:00 | Success     | < 1 Second     | 2020-09-20 00:30:00 |
  | MailAccountFetch                | 2020-09-16 04:20:00 | Success     | < 1 Second     | 2020-09-16 04:30:00 |
  | MailQueueSend                   | 2020-09-16 04:21:00 | Success     | 1.0 Second(s)  | 2020-09-16 04:23:00 |
  | OTRSBusinessAvailabilityCheck   | 2020-09-16 04:15:00 | Success     | < 1 Second     | 2020-09-16 04:35:00 |
  | OTRSBusinessEntitlementCheck    | 2020-09-16 03:45:00 | Success     | < 1 Second     | 2020-09-16 04:25:00 |
  | RegistrationUpdateSend          | 2020-09-16 03:30:00 | Success     | < 1 Second     | 2020-09-16 04:30:00 |
  | RenewCustomerSMIMECertificates  | 2020-09-16 02:02:00 | Success     | < 1 Second     | 2020-09-17 02:02:00 |
  | SessionDeleteExpired            | 2020-09-16 02:55:00 | Success     | < 1 Second     | 2020-09-16 04:55:00 |
  | SpoolMailsReprocess             | 2020-09-16 00:10:00 | Success     | < 1 Second     | 2020-09-17 00:10:00 |
  | SupportDataCollectAsynchronous  | 2020-09-16 04:01:00 | Success     | < 1 Second     | 2020-09-16 05:01:00 |
  | TicketAcceleratorRebuild        | 2020-09-16 01:01:00 | Success     | < 1 Second     | 2020-09-17 01:01:00 |
  | TicketDraftDeleteExpired        | 2020-09-16 03:55:00 | Success     | < 1 Second     | 2020-09-16 04:55:00 |
  | TicketNumberCounterCleanup      | 2020-09-16 04:20:00 | Success     | 1.0 Second(s)  | 2020-09-16 04:30:00 |
  | TicketPendingCheck              | 2020-09-16 04:21:00 | Success     | 23.0 Second(s) | 2020-09-16 04:24:00 |
  | TicketUnlockTimeout             | 2020-09-16 03:35:00 | Success     | < 1 Second     | 2020-09-16 04:35:00 |
  | WebUploadCacheCleanup           | 2020-09-16 03:46:00 | Success     | < 1 Second     | 2020-09-16 04:46:00 |
  | ITSMChangesCheck                | 2020-09-16 04:20:00 | Success     | 1.0 Second(s)  | 2020-09-16 04:30:00 |
  +---------------------------------+---------------------+-------------+----------------+---------------------+

  Recurrent generic agent tasks:
  +---------------------------------------------+---------------------+-------------+---------------+---------------------+
  | Name                                        | Last Execution      | Last Status | Last Duration | Next Execution      |
  +---------------------------------------------+---------------------+-------------+---------------+---------------------+
  | Close all Tickets in Garbage Queue          | 2020-09-16 04:20:00 | Success     | 1.0 Second(s) | 2020-09-16 04:30:00 |
  | Recover Lost Tickets in non-readable Queues | 2020-09-16 00:00:00 | Success     | 1.0 Second(s) | 2020-09-17 00:00:00 |
  | delete junk                                 | 2020-09-13 23:59:00 | Success     | 2.0 Minute(s) | 2020-09-20 23:59:00 |
  +---------------------------------------------+---------------------+-------------+---------------+---------------------+

  Unhandled Worker Tasks:
    There are currently no tasks waiting to be executed.

  Handled Worker Tasks:
    There are currently no tasks being executed.

Done.
-bash-4.2$
I have also attached the (for me) relevant System Configurations.
OTRS issue.rar
I am thankfull for any help/tip I can get here.

Kind regards,
Harry
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Last edited by hsaringer on 16 Sep 2020, 08:32, edited 1 time in total.

skullz
OTRS wizard
Posts: 325
Joined: 24 Feb 2012, 03:58
OTRS Version?: OTRS 6
Real Name: Skullz
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Re: pending auto close does not work

Post by skullz »

I would take a look at system configuration..

viewtopic.php?p=134041#p134041

Good luck

root
Moderator
Posts: 2309
Joined: 18 Dec 2007, 12:23
OTRS Version?: 4/5/6
Real Name: Roy Kaldung
Company: Znuny Inc.
Contact:

Re: pending auto close does not work

Post by root »

Hi,

First of all, the Sysconfig Ticket::PendingAutoStateType is probably wrong. pending auto close+ and close are state and not state types.

Do you have also a screenshot for your states?

- 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/

hsaringer
OTRS newbie
Posts: 9
Joined: 24 Jan 2020, 12:39
OTRS Version?: 6.0.24
Real Name: Harald Saringer

Re: pending auto close does not work

Post by hsaringer »

Thanks for the fast answers.

I am looking though System Configurations all the time, I cant find it, so my only option is to search here.

So i should change:
Ticket::PendingAutoStateType to have "pending reminder" and "pending auto" in? Do I understand that correctly?

State Screenshot is attached.

Kind regards,
Harry
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root
Moderator
Posts: 2309
Joined: 18 Dec 2007, 12:23
OTRS Version?: 4/5/6
Real Name: Roy Kaldung
Company: Znuny Inc.
Contact:

Re: pending auto close does not work

Post by root »

hsaringer wrote:
16 Sep 2020, 07:57
So i should change:
Ticket::PendingAutoStateType to have "pending reminder" and "pending auto" in? Do I understand that correctly?
Hi,

pending reminder is a state type where a reminder is sent, pending auto is a state type where a state change from A to B. Usually, the default value works fine.

My next steep would be to run as the OTRS user this command to see if there are any errors:

Code: Select all

bin/otrs.Console.pl Maint::Ticket::PendingCheck
- 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/

hsaringer
OTRS newbie
Posts: 9
Joined: 24 Jan 2020, 12:39
OTRS Version?: 6.0.24
Real Name: Harald Saringer

Re: pending auto close does not work

Post by hsaringer »

Usually, the default value works fine.
I´ve set all back to default and it works fine. My bad I did not think of that earlier.

Many thanks, Roy :)

Can close this thread and mark it as solved.

Kind regards,
Harry

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