ha! that happened 3 hours after the answer was sent. could this be the `unlock timeout` acting up? looks like it ...
well in that case - why does it `unlock` the tickets that are answered? N. Tuesday, September 28, 2004, 4:35:07 PM, you wrote: NR> yes! same here (so you are the third person having the #1 problem) ... NR> what i see in the history is this (look at what is done on the last NR> line!! - why??): NR> NewTicket Ticket=[2004092816000172], ID=[2448] created (Q=Support;P=3 normal;S=new). NR> admin (Admin OTRS) 09/28/2004 11:20:32 NR> CustomerUpdate CustomerID updated to '[EMAIL PROTECTED]'. NR> CustomerUser updated to '[EMAIL PROTECTED] NR> admin (Admin OTRS) 09/28/2004 11:20:32 NR> EmailCustomer added email. NR> admin (Admin OTRS) 09/28/2004 11:20:32 NR> SendAutoReply Sent auto response to 'Michael <[EMAIL PROTECTED]>' NR> admin (Admin OTRS) 09/28/2004 11:20:32 NR> OwnerUpdate New owner is "normis" (ID=5). NR> normis (Normunds[..]) 09/28/2004 11:31:39 NR> Lock Locked ticket. NR> normis (Normunds[..]) 09/28/2004 11:31:39 NR> SendAnswer Email sent to "Michael <[EMAIL PROTECTED]>". NR> normis (Normunds[..]) 09/28/2004 11:32:53 NR> StateUpdate Old: "new" New: "open" NR> normis (Normunds[..]) 09/28/2004 11:32:57 NR> Unlock Unlocked ticket. - NR> admin (Admin OTRS)09/28/2004 14:35:064:35:06 NR> N. NR> Tuesday, September 28, 2004, 4:26:25 PM, you wrote: SPP>> Our OTRS helpdesk has been live for 1 week now and has splendidly handled SPP>> over 3200 tickets plus a few hundred I deleted form the database (eagerly SPP>> waiting for the bulk facility!) SPP>> Can anyone answer the following: SPP>> 1/ occasionally ie not regularly enough to form a consistent pattern, SPP>> tickets will reopen themselves! In the ticket history you can see the SPP>> ticket being closed and then marked as open again. Why does this happen? SPP>> 2/ is there a way to remove queues from the custom/personal queue box in SPP>> preferences. I set a queue to receive notifications from and now I don't SPP>> want them but it seems I have to have something in there now!! Is there a SPP>> way around this? SPP>> 3/ there appears to have been a mail loop problem and there was a situation SPP>> where tickets were bouncing back and forth to a particular user. The only SPP>> auto-response set is on new tickets so I'm not sure why this happened. What SPP>> I want to know is, is there a way to suspend OTRS or at least the mail SPP>> handling in order to delete the looping mail? SPP>> Thanks guys and keep up the good work. SPP>> Philippa Strange NR> _______________________________________________ NR> OTRS mailing list: otrs - Webpage: http://otrs.org/ NR> Archive: http://lists.otrs.org/pipermail/otrs NR> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NR> Support oder Consulting für Ihr OTRS System? =>> http://www.otrs.de/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
