After pending time the state of the ticket is still "pending auto close+"

[stefanosimula]

Hi guys,

I've an installation of Znuny 6.5.4 and I've some issue related to the pending state.
In particular, here my settings:

Ticket::PendingAutoStateType pending auto
Ticket::PendingAutoStateType closed successful

Ticket::StateAfterPending
pending auto closed
pending auto close+ closed successful
pending auto close- closed unsuccessful

Ticket::ViewableStateType
new
open
pending reminder
pending auto

I've already check if the cron is running:

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 |
+---------------------------------+---------------------+-------------+---------------+---------------------+
| CoreCacheCleanup | 2023-10-15 00:20:00 | Success | 3.0 Second(s) | 2023-10-22 00:20:00 |
| EscalationCheck | 2023-10-20 14:35:00 | Success | < 1 Second | 2023-10-20 14:40:00 |
| GenerateDashboardStats | 2023-10-20 14:05:00 | Success | < 1 Second | 2023-10-20 15:05:00 |
| LoaderCacheDelete | 2023-10-15 00:30:00 | Success | < 1 Second | 2023-10-22 00:30:00 |
| MailAccountFetch | 2023-10-20 14:30:00 | Success | < 1 Second | 2023-10-20 14:40:00 |
| RenewCustomerSMIMECertificates | 2023-10-20 02:02:00 | Success | < 1 Second | 2023-10-21 02:02:00 |
| SessionDeleteExpired | 2023-10-20 12:55:00 | Success | < 1 Second | 2023-10-20 14:55:00 |
| SpoolMailsReprocess | 2023-10-20 00:10:00 | Success | < 1 Second | 2023-10-21 00:10:00 |
| TicketAcceleratorRebuild | 2023-10-20 01:01:00 | Success | < 1 Second | 2023-10-21 01:01:00 |
| TicketPendingCheck | 2023-10-20 14:35:00 | Success | 1.0 Second(s) | 2023-10-20 14:40:00 |
| TicketUnlockTimeout | 2023-10-20 14:35:00 | Success | < 1 Second | 2023-10-20 15:35:00 |
| ArticleSearchIndexRebuild | 2023-10-20 14:38:00 | Success | < 1 Second | 2023-10-20 14:39:00 |
| CommunicationLogDelete | 2023-10-20 03:00:00 | Success | 1.0 Second(s) | 2023-10-21 03:00:00 |
| ConfigurationDeploymentCleanup | 2023-10-15 00:40:00 | Success | < 1 Second | 2023-10-22 00:40:00 |
| MailQueueSend | 2023-10-20 14:38:00 | Success | < 1 Second | 2023-10-20 14:39:00 |
| TicketDraftDeleteExpired | 2023-10-20 13:55:00 | Success | < 1 Second | 2023-10-20 14:55:00 |
| TicketNumberCounterCleanup | 2023-10-20 14:30:00 | Success | < 1 Second | 2023-10-20 14:40:00 |
| WebUploadCacheCleanup | 2023-10-20 13:46:00 | Success | < 1 Second | 2023-10-20 14:46:00 |
| GenericInterfaceDebugLogCleanup | 2023-10-20 03:02:00 | Success | < 1 Second | 2023-10-21 03:02:00 |
| SupportDataCollectAsynchronous | 2023-10-20 14:01:00 | Success | < 1 Second | 2023-10-20 15:01:00 |
| CalendarTicketCreate | 2023-10-20 14:38:00 | Success | < 1 Second | 2023-10-20 14:40:00 |
| CalendarTicketCreateCleanup | 2023-10-20 02:00:00 | Success | < 1 Second | 2023-10-21 02:00:00 |
| ReindexSMIMECertificates | 2023-10-20 02:02:00 | Success | < 1 Second | 2023-10-21 02:02:00 |
+---------------------------------+---------------------+-------------+---------------+---------------------+

Recurrent generic agent tasks:
There are currently no generic agent recurring tasks configured.

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

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

Any suggestion?

Thanks,
Stefano

[root]

HI,

After you showed us all what you got, do you have a description of your error? What is not working, what do you expect?

And for the start: 'closed successful' is a state and not a state type. You can reset Ticket::PendingAutoStateType to the default value.

- Roy

[stefanosimula]

Hi there,

Thanks for your reply.

After you showed us all what you got, do you have a description of your error?

My error is due to the fact that the state is not changing when the pending time is expired. The state is still "pending auto close+":

And for the start: 'closed successful' is a state and not a state type.

I did not take your point. Which setting have I to change?

And for the start: 'closed successful' is a state and not a state type. You can reset Ticket::PendingAutoStateType to the default value.

This preference is set, by default, to "pending auto" (this is already set by default).

Do you have some suggestion?

Thanks,
Stefano

[stefanosimula]

Hi notificed from the logs that there is not sight of the TicketPending daemon.
The daemon is running:

Code: Select all

[otrs@helpdesk-psa bin]$ ./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      |
  +---------------------------------+---------------------+-------------+---------------+---------------------+
  | CoreCacheCleanup                | 2023-10-22 00:20:00 | Success     | 4.0 Second(s) | 2023-10-29 00:20:00 |
  | EscalationCheck                 | 2023-10-24 14:05:00 | Success     | 1.0 Second(s) | 2023-10-24 14:10:00 |
  | GenerateDashboardStats          | 2023-10-24 14:05:00 | Success     | 1.0 Second(s) | 2023-10-24 15:05:00 |
  | LoaderCacheDelete               | 2023-10-22 00:30:00 | Success     | < 1 Second    | 2023-10-29 00:30:00 |
  | MailAccountFetch                | 2023-10-24 14:00:00 | Success     | < 1 Second    | 2023-10-24 14:10:00 |
  | RenewCustomerSMIMECertificates  | 2023-10-24 02:02:00 | Success     | < 1 Second    | 2023-10-25 02:02:00 |
  | SessionDeleteExpired            | 2023-10-24 12:55:00 | Success     | < 1 Second    | 2023-10-24 14:55:00 |
  | SpoolMailsReprocess             | 2023-10-24 00:10:00 | Success     | < 1 Second    | 2023-10-25 00:10:00 |
  | TicketAcceleratorRebuild        | 2023-10-24 01:01:00 | Success     | < 1 Second    | 2023-10-25 01:01:00 |
  | TicketPendingCheck              | 2023-10-24 14:05:00 | Success     | 1.0 Second(s) | 2023-10-24 14:10:00 |
  | TicketUnlockTimeout             | 2023-10-24 13:35:00 | Success     | < 1 Second    | 2023-10-24 14:35:00 |
  | ArticleSearchIndexRebuild       | 2023-10-24 14:09:00 | Success     | < 1 Second    | 2023-10-24 14:10:00 |
  | CommunicationLogDelete          | 2023-10-24 03:00:00 | Success     | 1.0 Second(s) | 2023-10-25 03:00:00 |
  | ConfigurationDeploymentCleanup  | 2023-10-22 00:40:00 | Success     | < 1 Second    | 2023-10-29 00:40:00 |
  | MailQueueSend                   | 2023-10-24 14:09:00 | Success     | < 1 Second    | 2023-10-24 14:10:00 |
  | TicketDraftDeleteExpired        | 2023-10-24 13:55:00 | Success     | < 1 Second    | 2023-10-24 14:55:00 |
  | TicketNumberCounterCleanup      | 2023-10-24 14:00:00 | Success     | < 1 Second    | 2023-10-24 14:10:00 |
  | WebUploadCacheCleanup           | 2023-10-24 13:46:00 | Success     | < 1 Second    | 2023-10-24 14:46:00 |
  | GenericInterfaceDebugLogCleanup | 2023-10-24 03:02:00 | Success     | < 1 Second    | 2023-10-25 03:02:00 |
  | SupportDataCollectAsynchronous  | 2023-10-24 14:01:00 | Success     | < 1 Second    | 2023-10-24 15:01:00 |
  | CalendarTicketCreate            | 2023-10-24 14:08:00 | Success     | < 1 Second    | 2023-10-24 14:10:00 |
  | CalendarTicketCreateCleanup     | 2023-10-24 02:00:00 | Success     | < 1 Second    | 2023-10-25 02:00:00 |
  | ReindexSMIMECertificates        | 2023-10-24 02:02:00 | Success     | < 1 Second    | 2023-10-25 02:02:00 |
  +---------------------------------+---------------------+-------------+---------------+---------------------+

  Recurrent generic agent tasks:
    There are currently no generic agent recurring tasks configured.

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

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

Done.

Even if the state of the ticket is "pending auto close+" and I try to start the daemon manually, there is not sign to ticket with pending state:

Code: Select all

./otrs.Console.pl Maint::Ticket::PendingCheck
Process pending tickets...
 No pending auto StateIDs found!
Done.

Note. There is a strange thing on my server: the date for the execution of the daemons are not aligned to the date of the server:

Code: Select all

| TicketPendingCheck              | 2023-10-24 14:05:00 | Success     | 1.0 Second(s) | 2023-10-24 14:10:00 |

Code: Select all

Tue Oct 24 04:11:51 PM CEST 2023

Thanks,
Stefano

[root]

Hi,

Please post the result of these two queries:

- SELECT * FROM ticket_state
- SELECT * FROM ticket_state_type

- Roy

[land0]

Below the output:

MariaDB [otrs]> SELECT * FROM ticket_state
->
-> ;
+----+---------------------+----------------------------------------+---------+----------+---------------------+-----------+-------- -------------+-----------+
| id | name | comments | type_id | valid_id | create_time | create_by | change_ time | change_by |
+----+---------------------+----------------------------------------+---------+----------+---------------------+-----------+-------- -------------+-----------+
| 1 | new | New ticket created by customer. | 1 | 1 | 2015-10-28 13:42:40 | 1 | 2015-10 -28 13:42:40 | 1 |
| 2 | closed successful | Ticket is closed successful. | 3 | 1 | 2015-10-28 13:42:40 | 1 | 2015-10 -28 13:42:40 | 1 |
| 3 | closed unsuccessful | Ticket is closed unsuccessful. | 3 | 1 | 2015-10-28 13:42:40 | 1 | 2015-10 -28 13:42:40 | 1 |
| 4 | open | Open tickets. | 2 | 1 | 2015-10-28 13:42:40 | 1 | 2015-10 -28 13:42:40 | 1 |
| 5 | removed | Customer removed ticket. | 6 | 1 | 2015-10-28 13:42:40 | 1 | 2015-10 -28 13:42:40 | 1 |
| 6 | pending reminder | Ticket is pending for agent reminder. | 4 | 1 | 2015-10-28 13:42:40 | 1 | 2015-10 -28 13:42:40 | 1 |
| 7 | pending auto close+ | Ticket is pending for automatic close. | 5 | 1 | 2015-10-28 13:42:40 | 1 | 2015-10 -28 13:42:40 | 1 |
| 8 | pending auto close- | Ticket is pending for automatic close. | 5 | 1 | 2015-10-28 13:42:40 | 1 | 2015-10 -28 13:42:40 | 1 |
| 9 | merged | State for merged tickets. | 7 | 1 | 2015-10-28 13:42:40 | 1 | 2015-10 -28 13:42:40 | 1 |
+----+---------------------+----------------------------------------+---------+----------+---------------------+-----------+-------- -------------+-----------+
9 rows in set (0.001 sec)

MariaDB [otrs]> SELECT * FROM ticket_state_type;
+----+------------------+---------------------------------------------------------+---------------------+-----------+---------------------+-----------+
| id | name | comments | create_time | create_by | change_time | change_by |
+----+------------------+---------------------------------------------------------+---------------------+-----------+---------------------+-----------+
| 1 | new | All new state types (default: viewable). | 2015-10-28 13:42:40 | 1 | 2015-10-28 13:42:40 | 1 |
| 2 | open | All open state types (default: viewable). | 2015-10-28 13:42:40 | 1 | 2015-10-28 13:42:40 | 1 |
| 3 | closed | All closed state types (default: not viewable). | 2015-10-28 13:42:40 | 1 | 2015-10-28 13:42:40 | 1 |
| 4 | pending reminder | All 'pending reminder' state types (default: viewable). | 2015-10-28 13:42:40 | 1 | 2015-10-28 13:42:40 | 1 |
| 5 | pending auto | All 'pending auto *' state types (default: viewable). | 2015-10-28 13:42:40 | 1 | 2015-10-28 13:42:40 | 1 |
| 6 | removed | All 'removed' state types (default: not viewable). | 2015-10-28 13:42:40 | 1 | 2015-10-28 13:42:40 | 1 |
| 7 | merged | State type for merged tickets (default: not viewable). | 2015-10-28 13:42:40 | 1 | 2015-10-28 13:42:40 | 1 |
+----+------------------+---------------------------------------------------------+---------------------+-----------+---------------------+-----------+
7 rows in set (0.001 sec)

MariaDB [otrs]>

[stefanosimula]

Anyone can help us? Some idea?

[land0]

Hello guys,

apparently there are no differences between the two systems in the ticket_state and ticket_state_type records.

But one works and the other doesn't...

have you any ideas and can you help us?

Thanks very much.