Weird behavior in OTRS 5.0.6

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flipflop
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Weird behavior in OTRS 5.0.6

Post by flipflop » 28 Mar 2018, 16:36

Hi,

we are running an instance of OTRS 5.0.6 and our users are complaining about a lot of weird behavior in the past few weeks.

As sysadmin i'm having a really hard time making sense of all the issues. They are as follows:

- Tickets that arrive in a specific queue get assigned to seemingly unrelated agents (is there such a thing as a relation between agents and queues?)

- Some agents aren't getting notification emails

- Some agents are getting notification emails for some of the queues they have set up to get notifications for, but not for all.

- One agent cannnot see her assigned tickets through the Padlock-symbol thing in the upper left corner


The only error that appears in the otrs log is the following, it has been there since the update to version 5 but since everything seemed to be in working order and there didn't appear to be a simple solution, we decided not to look into it any further:

There was an error executing Execute() in Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch: [Wed Mar 28 16:30:02 2018] otrs.Daemon.pl: using SSL support of Net::POP3 3.05 instead of SSLGlue at /home/otrs5.0.6/Kernel/cpan-lib/Net/SSLGlue/POP3.pm line 12.

I was thinking that maybe an upgrade to OTRS 6 would fix those issues, what do you think?

jojo
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Re: Weird behavior in OTRS 5.0.6

Post by jojo » 28 Mar 2018, 20:00

first of all you should aleways use the latest patchlevel (which is 5.0.27 for your version) to get bugs and security issues fxed! Also the migration to 6 would help on bugs.

Some of the issues might be just bad training or misunderstanding of the agents
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flipflop
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Re: Weird behavior in OTRS 5.0.6

Post by flipflop » 29 Mar 2018, 12:12

Hi jojo,

thanks for your answer. I will see to it that we upgrade to the newest version in a timely fashion.

There might be some misunderstanding by the agents, even though we have been using otrs for well over 10 years.

Do you have any concrete assumption which of the described errors might be a user mistake?

flipflop
OTRS newbie
Posts: 11
Joined: 06 Apr 2016, 12:08
OTRS Version?: 5.0.6
Real Name: kai

Re: Weird behavior in OTRS 5.0.6

Post by flipflop » 03 Apr 2018, 16:38

Another weird thing:

An agent has just typed a response to an email ticket and uploaded an attachment. After sending the email answer the email appeared twice in the ticket window, once with and once without attachment. What could have gone wrong?

jojo
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Re: Weird behavior in OTRS 5.0.6

Post by jojo » 03 Apr 2018, 16:42

still on 5.0.6? UPGRADE
"Production": OTRS™ 6, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) git Master

Never change Defaults.pm! :: Blog
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flipflop
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Posts: 11
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OTRS Version?: 5.0.6
Real Name: kai

Re: Weird behavior in OTRS 5.0.6

Post by flipflop » 03 Apr 2018, 16:52

jojo wrote:still on 5.0.6? UPGRADE
will do, as soon as the customer agrees :)

jojo
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Re: Weird behavior in OTRS 5.0.6

Post by jojo » 03 Apr 2018, 17:30

you customer should switch to a managed system. Not following the patchlevels and security fixes is a huge risk!
"Production": OTRS™ 6, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) git Master

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

flipflop
OTRS newbie
Posts: 11
Joined: 06 Apr 2016, 12:08
OTRS Version?: 5.0.6
Real Name: kai

Re: Weird behavior in OTRS 5.0.6

Post by flipflop » 06 Apr 2018, 12:05

You are right. We are the ones providing the managed system. I will use this as a chance to change the way we handle these situations to better keep up with the latest patchlevel available.

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