Sarper SARIDAL wrote :
[...]
All closed tickets are re-opened by a follow-up message with a new
ticket id. and the creator is unknown.
For example ;
there are 15000 tickets closed upto date.
Now otrs opens them as a new ticket with a follow up.
Is there a place where i can check how this happened?
[...]
Hi Sarper,
since a generic agent job can easily modify a lot of tickets I would
look for them in the OTRS log and check the configured jobs.
Then I would examine the history of a couple of affected tickets for
more information and similarities.
What do you mean by follow-up message ? An OTRS article or an email
referencing an existing OTRS ticket id which so got automatically merged
to this ticket ?
Regards
Alexander
--
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Tewaag
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