Thanks, I found it searching for archived state; but it’s state is open; shouldn’t that have un-archived it? When the person re-opened it yesterday it showed back up in my list of open tickets. The last action in the log was my sending a reply to them.
Archive: This ticket is archived. Age: 230 d 0 h Created: 07/23/2020 09:24 State: open Locked: lock Priority: 3 normal Queue: Raw At least this one is about the same subject; we have a few users whose only means of communicating to us seems to be finding an old ticket in their mail and replying to it with a new problem ... On Mar 10, 2021, at 9:31 AM, Alvaro Cordero <alv...@gridshield.net<mailto:alv...@gridshield.net>> wrote: Do you have Archive enabled, is the old ticket archived? Are there any jobs that might have deleted that ticket? Regards El mié, 10 mar 2021 a las 10:27, Bruce Johnson (<john...@pharmacy.arizona.edu<mailto:john...@pharmacy.arizona.edu>>) escribió: We’re running OTRS Community edition I have a long running ticket (which has been closed about 3 times, then reopened because the person keeps replying to the email with the ticket ID that seems to have simply disappeared from the system. I got a question from the person yesterday, wrote the answer, and went to revisit it this morning and the ticket is just gone. I cannot find it via search. What should my next steps be? -- Bruce Johnson University of Arizona College of Pharmacy Information Technology Group Institutions do not have opinions, merely customs -- _______________________________________________ otrs mailing list -- otrs@lists.otrs.org<mailto:otrs@lists.otrs.org> To unsubscribe send an email to otrs-le...@lists.otrs.org<mailto:otrs-le...@lists.otrs.org> To manage your subscription or browse the message archive visit: https://lists.otrs.org/postorius/lists/otrs.lists.otrs.org/ -- Alvaro Cordero Retana Consultor de Tecnologias Tel: 22585757 ext 123 Email: alv...@gridshield.net<mailto:alv...@gridshield.net> [http://www.gridshield.com/images/gs-signature.png] -- _______________________________________________ otrs mailing list -- otrs@lists.otrs.org<mailto:otrs@lists.otrs.org> To unsubscribe send an email to otrs-le...@lists.otrs.org<mailto:otrs-le...@lists.otrs.org> To manage your subscription or browse the message archive visit: https://lists.otrs.org/postorius/lists/otrs.lists.otrs.org/ -- Bruce Johnson University of Arizona College of Pharmacy Information Technology Group Institutions do not have opinions, merely customs
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