Pending Auto Close+ opened my ticket (solved)

[rvwmgk]

I am trying to set my tickets to "pending auto close+".

However, my tests on a testserver open the tickets instead of closing them:

StateUpdate - Old: "new" New: "pending auto close+" - Zoom view - Agent - 10/07/2015 16:07:06
SetPendingTime - Updated: 2015-07-10 16:12 - Agent - 10/07/2015 16:07:06
Misc ResponseTemplate (95/457002/457004) - Agent - 10/07/2015 16:07:06
StateUpdate - Old: "pending auto close+" New: "open" - Admin OTRS - 10/07/2015 16:45:02
SetPendingTime - Updated: 00-00-00 00:00 - Admin OTRS - 10/07/2015 16:45:02

Any idea what might be causing this?

[JeremyB3ntham]

Could be a GenericAgent. Do you have any of these setup that may be causing it? If so, disable them all and see if it still behaves that way, at least that way you'll know it is one of them.

[crythias]

also check next state after pending in sysconfig.

[rvwmgk]

Yes, crythias, that is it, thanks !!

Edit Config Settings in Ticket -> Core::Ticket >>> Ticket::StateAfterPending

default for pending auto close+ = open
default for pending auto close- = open

Very hard to understand why the default for an auto close is set to open but I change it to:

default for pending auto close+ = closed with success
default for pending auto close- = closed without success

[RStraub]

I highly doubt that's default

[EXG133]

I've had this happen, in my case I changed names of some states as a test: 'closed succesful' -> 'closed'
OTRS can't find the value 'closed succesful' it has in the sysconfig and then selects the first valid state to avoid crashes I suppose.

Therefore let's repeat the mantra: whenever you change anything (ticket type, state, etc) from default search for it in the sysconfig