Closed state but, still solved

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Gl3d50N
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Posts: 29
Joined: 25 Jan 2017, 13:43
OTRS Version?: 5.0.10

Closed state but, still solved

Post by Gl3d50N » 28 Nov 2018, 22:04

Hello all,

I have a little problem, we are change the way OTRS use the cache, from disc to memory, but after that change, many tickets are closed, but when I open the ticket, they are still solved and all buttons had appear normally, making possible the customer reopen the ticket.

The strange is, when I click in note button and close the window, the ticket change the state to closed.

Anyone has passed for this? Can help me please?

Thanks all!!!

Gl3d50N
OTRS newbie
Posts: 29
Joined: 25 Jan 2017, 13:43
OTRS Version?: 5.0.10

Re: Closed state but, still solved

Post by Gl3d50N » 18 Dec 2018, 14:24

Guys,

No one know nothing about this issue?

I think it's an OTRS bug, but I didn't saw nothing in patch note or bug notes.

Thanks all.

jojo
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Re: Closed state but, still solved

Post by jojo » 18 Dec 2018, 16:07

what did you exactly change? OTRS works just fine for me...

What is your OTRS version?
"Production": OTRS™ 6, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) git Master

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Gl3d50N
OTRS newbie
Posts: 29
Joined: 25 Jan 2017, 13:43
OTRS Version?: 5.0.10

Re: Closed state but, still solved

Post by Gl3d50N » 19 Dec 2018, 20:19

My OTRS version is 5.0.10.

When we change the way of OTRS use cache, all tickets closed with script, appear solved on OTRS, but in database they are closed, and they received the closed note.

I didn't know what I need to do anymore.

Thanks for help!

jojo
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Re: Closed state but, still solved

Post by jojo » 19 Dec 2018, 20:57

5.0.10 is outdated and has several security risks. Please update to the latest version of OTRS5 or OTRS6

There is no way to change the backend for caching without additional modules, so please explain what exactly did you change
"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

Gl3d50N
OTRS newbie
Posts: 29
Joined: 25 Jan 2017, 13:43
OTRS Version?: 5.0.10

Re: Closed state but, still solved

Post by Gl3d50N » 19 Dec 2018, 21:30

For pattern, OTRS save cache on disc, we change to memory, and now our application works more fast, but after this change, this bug appears, when the script to close the tickets run, close those tickets but only on database, on OTRS they appear solved yet, and it's possible to customers reopen the ticket.

When any interact on those solved tickets, they will close on OTRS too. I think it's very strange, I have looked many things to solve this bug, including searching in this forum, but I couldn't find nothing.

jojo
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Posts: 14437
Joined: 26 Jan 2007, 14:50
OTRS Version?: Git Master
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Re: Closed state but, still solved

Post by jojo » 19 Dec 2018, 21:52

how did you change it to memory? Did you change any code?
"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

Gl3d50N
OTRS newbie
Posts: 29
Joined: 25 Jan 2017, 13:43
OTRS Version?: 5.0.10

Re: Closed state but, still solved

Post by Gl3d50N » 19 Dec 2018, 22:29

Our infra make it happen, but they told us it's native from OTRS. I'm just from support team, but this bug comes to me to fix.

jojo
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Posts: 14437
Joined: 26 Jan 2007, 14:50
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Re: Closed state but, still solved

Post by jojo » 19 Dec 2018, 23:27

for me caching works fine, as you are not able to tell what was changed or configured it is most likely a wrong configuration.

You should consider professional service for setup and operation of your system (which has several high risk security issues as already mentioned)
"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

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