Generic agent?
On Wed, Feb 6, 2013 at 3:17 PM, Jean BROW <[email protected]> wrote: > Ticket history say the following: > > > ActionCommentZoomUserCreatetime NewTicket New Ticket [2012122010000238] > created (Q=UKsupport;P=3 normal;S=new). - root@localhost (Admin OTRS) > 20/12/2012 > 13:20:07 CustomerUpdate Updated: [email protected] > ;[email protected]; - root@localhost (Admin OTRS) > 20/12/2012 > 13:20:07 EmailCustomer Added email. Zoom view root@localhost (Admin OTRS) > 20/12/2012 > 13:20:08 SendAutoReply AutoReply sent to ""[email protected]" < > [email protected]>". Zoom view root@localhost (Admin OTRS) 20/12/2012 > 13:20:08 Lock Locked ticket. - john (John Adams) 27/12/2012 12:59:10 Misc > Reset > of unlock time. - john (John Adams) 27/12/2012 12:59:10 OwnerUpdate New > owner is "john" (ID=4). - john (John Adams) 27/12/2012 12:59:10 StateUpdate > Old: "new" New: "closed successful" - john (John Adams) 27/12/2012 > 12:59:15 Unlock Unlocked ticket. - john (John Adams) 27/12/2012 12:59:15 > > Usually if an agent press "close" he need (its required) to write an > reason, and you will see an "closed" article at the ticket. Here I do not > see any "closed" article. Any idea why this happen? > > > 2013/2/5 Gerald Young <[email protected]> > >> what does the ticket history say? >> >> >> On Tue, Feb 5, 2013 at 2:13 PM, Jean BROW <[email protected]> wrote: >> >>> I find a lot of ticket in OTRS that are closed, and cannot understand >>> why. >>> >>> This is what I see: >>> >>> E-mail from customer >>> Autoreplay from OTRS with the ticket number >>> >>> State is "closed successful" and the "owner" is always the same person. >>> >>> Anyone have an idea why this happen? >>> >>> >>> --------------------------------------------------------------------- >>> 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 >>> >> >> >> --------------------------------------------------------------------- >> 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 >> > > > --------------------------------------------------------------------- > 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 >
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