[SOLVED]Impossibile cambiare "state" ai ticket.

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foxownzz
OTRS newbie
Posts: 3
Joined: 22 Mar 2018, 16:14
OTRS Version?: 6.0.4
Real Name: Alessio Sfranti
Company: Zartix srl

[SOLVED]Impossibile cambiare "state" ai ticket.

Post by foxownzz » 30 Apr 2018, 09:37

Salve, vi scrivo perchè ho un problema grave che proprio non riesco a risolvere :(

Ho eseguito un'installazione di Otrs 6 per un cliente, su una macchina virtuale con sistema operativo Centos 7. Ho seguito passo passo la procedura sul sito ufficiale di OTRS, ed effettivamente è tutto funzionante, fatta eccezione per la chiusura dei ticket. Vi spiego.

Quando apro un ticket, il flusso funziona come dovrebbe. Parte l'email, ed il ticket si apre. Quando però provo a chiudere il ticket, nella lista attività del ticket (che allego) appare che il ticket è stato regolarmente chiuso, arriva l'email di chiusura ticket, ma il ticket resta li, in stato "open"!
Ho controllato ogni possibile impostazione in sysconfig, ho googlato all'infinito per trovare soluzione, ma niente da fare. L'ultima soluzione sarebbe reinstallare tutto, ma questo implicherebbe reimpostare tutto fatta eccezione per il sysconfig (giusto?, non mi sembra le code, gli agent ecc possano essere esportati). Spero possiate aiutarmi in qualche modo, e se avessi sbagliato sezione mi scuso in anticipo.

Un saluto a tutti e buon lavoro! :D
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Last edited by foxownzz on 02 May 2018, 10:36, edited 1 time in total.

303536
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Posts: 44
Joined: 14 Feb 2018, 12:18
OTRS Version?: version 6
Real Name: Maria Ramos
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Re: Impossibile cambiare "state" ai ticket.

Post by 303536 » 30 Apr 2018, 15:06

Ciao


Take a look into the ticket history in Miscellaneous->History and see if the state was changed to Closed and then it changed again for Open for some reason. Also look if there is any error message in Admin-> System Log regarding closed state.


Ciao

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foxownzz
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Posts: 3
Joined: 22 Mar 2018, 16:14
OTRS Version?: 6.0.4
Real Name: Alessio Sfranti
Company: Zartix srl

Re: Impossibile cambiare "state" ai ticket.

Post by foxownzz » 02 May 2018, 08:33

303536 wrote:Ciao


Take a look into the ticket history in Miscellaneous->History and see if the state was changed to Closed and then it changed again for Open for some reason. Also look if there is any error message in Admin-> System Log regarding closed state.


Ciao

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Hi! And thanks for the help! I see in history that the state of the ticket, when im closing it, change from closed succesful to open again! What can be the problems??
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foxownzz
OTRS newbie
Posts: 3
Joined: 22 Mar 2018, 16:14
OTRS Version?: 6.0.4
Real Name: Alessio Sfranti
Company: Zartix srl

Re: Impossibile cambiare "state" ai ticket.

Post by foxownzz » 02 May 2018, 10:36

Solved! There it was a Job in the generic agent ( ireally don't know why o.o) that change the state of every ticket to open... After removed that, tickets now can be closed with any problem!

Thank you for the tip, the history of the ticket guided me throw the solution.

Good Bye

303536
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Posts: 44
Joined: 14 Feb 2018, 12:18
OTRS Version?: version 6
Real Name: Maria Ramos
Company: Opgk Software
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Re: [SOLVED]Impossibile cambiare "state" ai ticket.

Post by 303536 » 14 May 2018, 10:15

Great we're happy to listen that we were somehow helpful :)


Keep in touch


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