Dear Shawn and others,
Our automatically reopening tickets have not been solved yet. Please,
anybody help. Any hint is welcome. Recapitulazing:
1. during the day OTRS users close their tickets
2. next night, at 00:10, all the tickets get reopened with following
message in the history of the ticket:
StateUpdate Old: "closed successful" New: "open" - [EMAIL PROTECTED]
(Admin OTRS)
- at 00:10 the cron is firing the daily cleanup job. The first
following time that Postmaster.pl runs it seems that it finds all this
tickets in the postmaster/raw queue and re-opens them
3. We have tried to disable Services and SLAs. Didn't help.
4. We have tried to change many other settings. Didn't help.
5. all our pl-scripts in /opt/otrs/bin/ are default, not changed since the
installation
Who know which setting could be doing this?
We are running OTRS 2.2.4. Here our settings:
$Self->{'SecureMode'} = 1;
$Self->{'ProductName'} = 'ILIAD';
$Self->{'SystemID'} = 33;
$Self->{'FQDN'} = '<scrambled> xxx.yyy.zzz';
$Self->{'ScriptAlias'} = 'iliad/';
$Self->{'AdminEmail'} = '<scrambled> [EMAIL PROTECTED]';
$Self->{'Organization'} = 'Institute of xxx yyy zzz';
$Self->{'DefaultCharset'} = 'utf-8';
$Self->{'DefaultUsedLanguages'} = {
'nl' => 'Nederlands',
'en' => 'English'
};
$Self->{'LogModule::LogFile::Date'} = '1';
$Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP';
$Self->{'SendmailModule::Host'} = '<scrambled> smtp.yyy.zzz';
$Self->{'SendmailModule::Port'} = '25';
$Self->{'Frontend::NotifyModule'}->{'3-ShowAgentOnline'} = {
'Module' => 'Kernel::Output::HTML::NotificationAgentOnline'
};
$Self->{'SwitchToUser'} = '1';
$Self->{'NotificationSenderName'} = 'ILIAD Automatic Notification';
$Self->{'CustomerPanelLostPassword'} = '0';
$Self->{'CustomerPanelCreateAccount'} = '0';
$Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP';
$Self->{'Customer::AuthModule::LDAP::Host'} = '<scrambled> ldap.yyy.zzz';
$Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'o=xxx';
$Self->{'Customer::AuthModule::LDAP::UID'} = 'uid';
$Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'UID';
$Self->{'Frontend::Module'}->{'AdminCustomerUser'} = {
'NavBar' => [
{
'Prio' => '9000',
'Block' => '',
'Image' => 'folder_yellow.png',
'NavBar' => 'Ticket',
'Type' => '',
'AccessKey' => 'c',
'Description' => 'Edit Customer Users',
'Name' => 'Customer',
'Link' => 'Action=AdminCustomerUser&Nav=Agent'
}
],
'GroupRo' => [
''
],
'NavBarName' => '',
'Description' => 'Edit Customer Users',
'Title' => 'Customer User',
'NavBarModule' => {
'Prio' => '300',
'Block' => 'Block1',
'Module' => 'Kernel::Output::HTML::NavBarModuleAdmin',
'Name' => 'Customer Users'
},
'Group' => [
'admin'
]
};
$Self->{'Frontend::Module'}->{'AdminCustomerCompany'} = {
'NavBar' => [
{
'Prio' => '9100',
'Block' => '',
'Image' => 'folder_yellow.png',
'NavBar' => 'Ticket',
'Type' => '',
'AccessKey' => 'c',
'Description' => 'Edit Customer Company',
'Name' => 'Company',
'Link' => 'Action=AdminCustomerCompany&Nav=Agent'
}
],
'GroupRo' => [
''
],
'NavBarName' => 'Admin',
'Description' => 'Admin',
'Title' => 'Customer Company',
'NavBarModule' => {
'Prio' => '310',
'Block' => 'Block1',
'Module' => 'Kernel::Output::HTML::NavBarModuleAdmin',
'Name' => 'Customer Company'
},
'Group' => [
'admin'
]
};
$Self->{'Ticket::QueueViewAllPossibleTickets'} = '1';
$Self->{'Ticket::Responsible'} = '1';
$Self->{'Ticket::Service'} = '1';
$Self->{'Ticket::EventModulePost'}->{'1-ForceOwnerResetOnMove'} = {
'Event' => 'TicketQueueUpdate',
'Module' => 'Kernel::System::Ticket::Event::ForceOwnerReset'
};
$Self->{'Ticket::Frontend::QueueSort'} = {
'15' => '1'
};
$Self->{'Ticket::Frontend::BulkFeatureJavaScriptAlert'} = '0';
$Self->{'Ticket::Frontend::AgentTicketPhoneOutbound'}->{'RequiredLock'} =
'0';
$Self->{'Ticket::Frontend::AgentTicketPhoneOutbound'}->{'State'} = 'open';
$Self->{'Ticket::Frontend::AgentTicketBounce'}->{'RequiredLock'} = '0';
$Self->{'Ticket::Frontend::AgentTicketBounce'}->{'StateDefault'} = 'open';
$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'Priority'} = '0';
$Self->{'CustomerPanelOwnSelection'} = {
'DISPATCHER' => 'ILIAD'
};
$Self->{'Ticket::Frontend::CustomerTicketZoom'}->{'Priority'} = '0';
$Self->{'Frontend::Module'}->{'AgentTicketPhone'} = {
'NavBar' => [
{
'Prio' => '200',
'Block' => '',
'Image' => 'mail_new.png',
'NavBar' => 'Ticket',
'Type' => '',
'AccessKey' => 'n',
'Description' => 'New Ticket (Inbound)',
'Name' => 'New Ticket',
'Link' => 'Action=AgentTicketPhone'
}
],
'NavBarName' => 'Ticket',
'Description' => 'New Ticket',
'Title' => 'New Ticket'
};
$Self->{'Frontend::Module'}->{'AgentTicketEmail'} = {
'NavBar' => [
{
'Prio' => '210',
'Block' => '',
'Image' => 'mail_new.png',
'NavBar' => 'Ticket',
'Type' => '',
'AccessKey' => 'e',
'Description' => 'Create new Email Ticket and send this out
(Outbound)',
'Name' => 'New Email-Ticket',
'Link' => 'Action=AgentTicketEmail'
}
],
'NavBarName' => 'Ticket',
'Description' => 'Create new email Ticket',
'Title' => 'New Email-Ticket'
};
$Self->{'Frontend::Module'}->{'AgentTicketStatusView'} = {
'NavBar' => [
{
'Prio' => '110',
'Block' => '',
'Image' => 'overview.png',
'NavBar' => 'Ticket',
'Type' => '',
'AccessKey' => 'v',
'Description' => 'Overview of all open Tickets',
'Name' => 'StatusView',
'Link' => 'Action=AgentTicketStatusView'
}
],
'NavBarName' => 'Ticket',
'Description' => 'Overview of all open tickets',
'Title' => 'Status View'
};
$Self->{'CustomerFrontend::Module'}->{'CustomerTicketOverView'} = {
'NavBar' => [
{
'Prio' => '110',
'Block' => '',
'Image' => 'ticket.png',
'NavBar' => '',
'Type' => '',
'AccessKey' => 'm',
'Description' => 'MyTickets',
'Name' => 'MyTickets',
'Link' => 'Action=CustomerTicketOverView&Type=MyTickets'
}
],
'NavBarName' => 'Ticket',
'Description' => 'Overview of customer tickets',
'Title' => 'Overview'
};
$Self->{'PostMaster::PreFilterModule::NewTicketReject::Body'} = 'Dear
Customer,
unfortunately you have no valid ticket number
in your subject, so this email can\'t processed.
Please create a new ticket via the customer panel.
Thanks for your help!
Your Helpdesk Team
';
$Self->{'1'} = 1;
Kind regards,
Mladen Acinger
[email protected] on donderdag 24 januari 2008 at 13:54 +0100 wrote:
>
>Message: 1
>Date: Thu, 24 Jan 2008 13:42:11 +0100
>From: Shawn Beasley <[EMAIL PROTECTED]>
>Subject: Re: [otrs] Tickets reopen automatically
>To: "User questions and discussions about OTRS.org" <[email protected]>
>Message-ID: <[EMAIL PROTECTED]>
>Content-Type: text/plain; charset="iso-8859-1"
>
>Dear Mladen,
>> Dear Nils (and others),
>>
>> It does not happen automatically, the tickt was closed few hours
>> before, during the daytime. At 10 minutes past midnight OTRS admin
>> reopened them. The two log-rows are both related to OTRS admin action.
>>
>> We can't disable SLA's, we are not using them yet, but are in the
>> proccess of configuring them and will use them very soon.
>>
>> Kind regards, Mladen Acinger
>>
>Please open a bug request at http://bugs.otrs.org.
>
>--
>Shawn Beasley
>
>
Please refer to: http://www.iss.nl/content/view/full/2873 for ISS’ email
disclaimer.
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